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Southwest Airlines Company:
Customer Service Profile Misty Sanchez
Westwood College DNS

Two men, Rollin King and Herb Kelleher decide that it was time to start a different type of airline. The idea was simple. Good customer service amongst other factors would bring in customers and have them remain dedicated with the airlines. For Southwest, the main goal was to get passengers to their destinations, on time, for the lowest possible price. When on the flight, Southwest and its employees remain focused on making sure passengers are having a good time and are well taken care of.
In 1989, Southwest Airlines hit the billion dollars in revenue mark. Southwest started with three Boeing 737 planes. They flew Between Houston, Dallas and San Antonio. Southwest has since hit 40 consecutive years of profitability. Southwest most recently purchased an airline based out of Orlando and plans to have the companies integrated by 2015.
Like most companies, Southwest has a mission statement that guides the way they operate and do business as a company. The mission of Southwest Airlines is “dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.” With that being said, it is easy to see that most of Southwest’s focus is on excellent customer service. (Southwest Airline Company, 2012)
My definition of good customer service is simple. I appreciate being recognized and paid attention to. If I have a problem, I expect it to be addressed in a reasonable manner. Another big aspect of good customer service is seeing employees having a good time and looking like they enjoy their jobs. As a customer, it is important to see happy employees because their attitudes project the way they treat customers. The customer service policies at Southwest

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