Southwest Airlines and its strategies for customer care. Methods used to deal with internal and external public .
LO3
Public Relations
Southwest Airlines
and its strategies for customer care.
Methods used to deal with internal and external public .
1) Customer complaints and its impact on organisation. Customer service policies.
Page 1.
2) The impact of customer satisfaction and customer dissatisfaction on an organisation
Page 2.
3) The ways in which an organisation’s customer care policies and procedures can impact on reputation and profitability.
Page 3
Bibliography & Appendice Page 4
This report will focus on 'Southwest Airlines ' customer care strategies and its policies .
Understanding customers is the key to success for organization while not understanding them is a recipe for failure. It is so important that the constant drive to satisfy customers is not only a concern for those responsible for carrying out marketing tasks it should be a concern of everyone in the entire organization. Customers impact the company. For example :
They are a source of information and ideas, research and feedback can offer organzation insight into new products and services sought by their customers.
Customers affects activities throughout organization
They are the reason an organization is in business. Without customers or the potential to attract customers, a company is not viable. Consequently, customers are not only key to revenue and profits they are also key to creating and maintaining jobs within the organization.
These and many more examples proves that appropriate customer care is very important and company success highly depends from it.
1.) Customer complaints and its impact on organisation. Customer service policies.
Even in the best running business, mistakes could happen . Unhappy customers call or email companies with their product/service problems, and they expect customer service representatives and/or managers to solve them.
Customer service
Public Relations
Southwest Airlines
and its strategies for customer care.
Methods used to deal with internal and external public .
1) Customer complaints and its impact on organisation. Customer service policies.
Page 1.
2) The impact of customer satisfaction and customer dissatisfaction on an organisation
Page 2.
3) The ways in which an organisation’s customer care policies and procedures can impact on reputation and profitability.
Page 3
Bibliography & Appendice Page 4
This report will focus on 'Southwest Airlines ' customer care strategies and its policies .
Understanding customers is the key to success for organization while not understanding them is a recipe for failure. It is so important that the constant drive to satisfy customers is not only a concern for those responsible for carrying out marketing tasks it should be a concern of everyone in the entire organization. Customers impact the company. For example :
They are a source of information and ideas, research and feedback can offer organzation insight into new products and services sought by their customers.
Customers affects activities throughout organization
They are the reason an organization is in business. Without customers or the potential to attract customers, a company is not viable. Consequently, customers are not only key to revenue and profits they are also key to creating and maintaining jobs within the organization.
These and many more examples proves that appropriate customer care is very important and company success highly depends from it.
1.) Customer complaints and its impact on organisation. Customer service policies.
Even in the best running business, mistakes could happen . Unhappy customers call or email companies with their product/service problems, and they expect customer service representatives and/or managers to solve them.
Customer service
Bibliography: Southwest Corporate Fact Sheet - Swamedia.com http://www.good.is/posts/the-future-of-customer-service-these-companies-are-getting-it-right https://www.helpscoSouthwest Airlines ut.net/blog/southwests-history-of-great-service-outshines-slip-up/ http://www.southwest.com/?ref=southwestairlines.com www.jamesjmessina.com/.../Southwest_Airlines_6-12 Appendices: 1)http://dearswa.com/index.html 2)http://dearswa.com/swa-response.html