Southwest Airline Case Study

BUS 330 Writing Assignment The paper is or so how the respiratory tract company named as the southwestern United States airways has been able to cater to the inescapably of the clients while still holding a greater market piece of ground in the air hose industry specific solelyy during the economic crises phase. Q1 As a high contact service provider, how does Southwest Airlines ensure that its employees indulge the customer? As far as the employee training is concerned, the employees are extensively adroit so as such(prenominal) to ensure that they are able to satisfy the arising concerns and needs of the customers effectively and efficiently.They are actually do to practically good example resolving complaints and other service problems on the spot. Moreover the employees are made to look professional and be stomach in a professional means beca employ they have to deal directly with the customer. One-on-one communication and query discourse requires good communication and interpersonal skills to ensure the supreme satisfaction of the customers and their complaints. otherwise the demand for their ware allow for eventually weary out. The product that this airline business is offering is a travel solution for the customers with the standards set as the kickoff airfares and high service standards.They provide attentive service to the customers in the slope and on the ground and see all evasion as an luck to underpin and reinforce its reputation for a friendly service that caters to all the flight related concerns of the employees. Another point mentioned in the case is that this Southwest Airlines has a mission statement as delivering the go with a smiling shows that the airline genuinely cares about the customers. A cultural committee is positive at the headquarters that enables to keep the service spirit alive.Moreover for every airport, they have these committees that ensure service spirit eventually upgrading the customer service are a. Furtherto a greater extent, there are maintenance facilities available across the country. The services of the employees are appraised as per performance and their relationship with customers. Actually these achievements are celebrated for that employee especially who provides bang-up service. This attend tos in employee retention and satisfaction to bide as a segment of that network. Moreover an example can be quoted from the case itself that the events or the employee insight are held around the country such as incoming flight passengers surprisingly with the crew members bringing along the cookies and milk. This shows a small gesticulate of appreciation and employee motivation. The concept of team work and tolerance is one of the nearly important concepts to be inculcated in the people who are creation chartered for serving the customers. Only those people are hired who can communicate, consort and behave in a friendly manner and work cooperatively with their collea gues.Q2 What experience qualities might weigh close to heavily in customers evaluations of the services delivered by the Southwest Airlines? What are the implications for the airlines service merchandising efforts? Actually from the perspective of the customer, it is the product that holds the greatest importance however the product placement along with the services is the best combination to attract a bunch of customers. Mainly there are two important things that help a company to tolerate at a competitive spotlight in the market cost leadership and differentiation.Basically Southwest Airlines is catering to twain these requirements to strengthen its stature in the market as one of the most competitive airlines. The Southwest airline was able to control their fuel cost and gained a greater market share while most of its competitors had to foreshorten their schedules and eventually tightening their belts. It was usually seen that the competitive airlines have been facing the k now of high fuel rates and eventually the lower demand, because they are compel to charge extra fee from the customers for checking baggage and other services.However, Southwest Airline has tried to manage the lower costs and avoids charging extra fee for every facility and has offered a bundled service pack, as compared to the competitors who have been unbundling the price and product. roll up gives an edge to accommodate rough of the extra charges and help the company as well as the customers. However since the seats are not reticent thus the airline also gives the chance to the passengers to jump forward on the flight, but for this service an amount is charged.Moreover instead of charging higher prices Southwest Airline accommodates the customers needs by providing bundles that are valued by the strike downers. Some suggestions go forth be enhancing the expenditure on the advertisements and more promotional activities. The concentration on the actual and the augmented produ ct will help the company in giving something extra and different to the customers. Cutting the costs and lowering prices will help in maintaining the customer demand for the brand product. Product set and the core product should be given eminent importance.Possibly, linking with a reality Relations organization will help increase the popularity of the products and services being offered by Southwest Airlines. Q3 What is Southwest Airline doing to manage the customers service expectations? In order to manage the expectations of the customers regarding the services provided by the airline, some new features have been introduced like the bags fly free campaign that enables the payload of first two items of checked baggage of the customers on the fare for free.Another more attracting feature is the Business select airfare, where the priority boarding is bundled as such that the customers are offered a free drink along with extra betray flyer points at a slightly higher price. These p oints can be used later on any time. Moreover, if the business selects customer to fly on the scheduled flight then the airfare is applied to the cost of a later travelling schedule at any time in the next year. This is one of the main features that make the bundled services attractive to the customers. They use price bundling as an edge to keep the customers coming in and maximize on their profits.The annual profits since the previous 35 historic period have shown a remarkable record, in a row. However since the trial of an airline is not an easy task which involves a lot of pecuniary resource and efficiency, Southwest Airlines have made it through mainly by care the customers satisfied and have maximized their profits on the customer service side. The stock symbol is LUV, which of course is a very attractive caption, and the company aims at making the customers cause back to them and use their services by ensuring that the customers remain smiling all the way long. Therefore they will eventually come back for the LUV.Conclusion The main aspect for an airline is to make sure that the travellers remain happy and are treated properly because at the end of the day, it is the service that an airline provides to a customer by charging an amount of money then the overall experience has to be made pleasant and memorable positively. impuissance to do so will eventually lead the company to die a natural death. Reference Guardian Company (2013) US airline complaints rose 20% last year, Transport Study United farming http//www. guardian. co. uk/business/2013/apr/08/theairlineindustry-air-transport