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Customer Service: Southwest Airlines Style How Southwest Airlines Keeps its Employees Flying High

Customer Service: Southwest Airlines Style How Southwest Airlines Keeps its Employees Flying High. Our History. Founded in 1971 Profitable for 35 consecutive years Serve 64 cities nationwide More than 33,000 Employees 2006 35 th Anniversary

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Customer Service: Southwest Airlines Style How Southwest Airlines Keeps its Employees Flying High

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  1. Customer Service: Southwest Airlines Style How Southwest Airlines Keeps its Employees Flying High

  2. Our History • Founded in 1971 • Profitable for 35 consecutive years • Serve 64 cities nationwide • More than 33,000 Employees • 2006 35th Anniversary • Largest airline in U.S. in terms of Customers carried

  3. Character Building • Southwest received 284,827 resumes and hired 3,363 new Employees in 2006. • In 2006 Southwest served 93.8 million bags of peanuts • Southwest has 1,133 married couples. In other words, 2,266 Southwest Employees have spouses who also work for the Company. • The airline is approximately 87.7 percent unionized.

  4. For the 11th year in a row, FORTUNE magazine recognized Southwest Airlines in its annual survey of corporate reputations. • Among all industries in 2006, FORTUNE lists Southwest Airlines as the number five most admired corporation.

  5. It’s About the Culture What is Culture? Defined as the set of shared attitudes, values, goals, and practices that characterizes a company or corporation

  6. Southwest Values • Fun • Family • Egalitarianism • Simplicity • Low cost

  7. Golden Rule Treat others the way you want to be treated • Answer every letter • Call back • Bend the rules • Do the right thing • Find ways to say yes • Treat with respect

  8. “We’re in the Customer Service Business…we just happen to fly airplanes.” -Herb Kelleher, Founder, Southwest Airlines

  9. Live the Southwest Way 1. Have a Servant’s Heart

  10. Serve Others • A passion for Customer Service • Internal and External

  11. Ronald McDonald House Charities LUV Classic Adopt-A-Pilot March of Dimes Share the Spirit

  12. Internal Customer Care • Cards • Food Baskets • Party-in-a-Box • Flowers • Gifts • Phone Calls

  13. Live the Southwest Way 2. Have a Warrior Spirit

  14. Innovate • We were born of innovation • Employees are not afraid to innovate because they trust

  15. Fight to be the Best • The 10-minute turn • The $13 Fare War • Wright Fight • Let the Wild Turkey Flow

  16. Live the Southwest Way 3. Have a Fun-LUVing Attitude

  17. Starts at the Top

  18. “At Southwest Airlines, we take the competition seriously, but we don’t take ourselves seriously”

  19. Company Celebrations • Company Anniversaries • Halloween • Spirit Parties • Chili Cookoff PHOTO OF PARTY

  20. Party Time!

  21. Okay, Southwest has Culture, but what do we get?

  22. Act/Think Like Owners of the Company • Profit Sharing • Listen to Employees’ Ideas Started the first profit-sharing plan in the U.S. airline industry in 1973. Through this plan and others, Employees own at least 10 percent of the Company stock.

  23. Freedom • Create & Innovate • Make a Positive Difference • Work Hard & Have Fun • Get out of Town • Learn & Grow • Stay Connected • Get Healthy • Be Wealthy

  24. Let it Ring • Free to be ourselves • Free to do the right thing • Free to make our Customers laugh and smile

  25. 36 Years 19712007 3 cities, 1 state 64 cities, 32 states 18 daily flights/day 3,300+ flights per day 3 airplanes 515 airplanes 195 Employees Almost 34,000 Employees

  26. It’s All About the Employees

  27. The Customer Isn’t Always Right • Value your Employees • Believe in them and show you care • Broaden their knowledge

  28. Changing Landscape • September 11th • Changed the way people fly • Expectations • Customers expect more for less • Technology • Self service trend • Shape of the Industry • Carriers in bankruptcy • The price of jet fuel

  29. Communicate • Who are you? • Do your Employees know? • Do you have a consistent message?

  30. Knowledge is Power • Message to the Field • Today@SWA • LUV LINES • Departmental Publications • Days in the Field/Walk A Mile in my Shoes • Weekly CEO Message – Shout Outs

  31. Trust: Walking the Walk • Airline series on the A&E TV Network • 80+ shows • 2 million viewers each week • Brand awareness we couldn’t afford to buy

  32. Ambassadors As we grow, our philosophy doesn’t change, just our tactics • Turning Southwest fans into fanatics • Creating Customer evangelists for the brand • Nurturing the trust built among the Employees (we are a family)

  33. Culture Committee 100+ people across the Company representing all job functions, levels of leadership, and tenure Group’s goal is to: • Help create the Southwest Spirit and Culture where needed • To enrich it and make it better where it already exists • To liven it up in places where it might be “floundering”

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