HND SQA 客服report文档格式.docx

HND SQA 客服report文档格式.docx

《HND SQA 客服report文档格式.docx》由会员分享，可在线阅读，更多相关《HND SQA 客服report文档格式.docx（12页珍藏版）》请在冰豆网上搜索。

IDnumber

Class:

To:

Yourtutor

CourseandCourseCode:

CreatingaCultureofCustomerCare

DJ4234

Date:

Datewhenyoufinishedthereport

TableofContents

1.CompanyIntroduction

SouthwestAirlineisoneofthelargestairlines,whichislocatedatDallasinUnitedStatesandestablishedintheyear1967.TheSouthwestAirlinescommencedcustomerserviceonJune18,1971servingthreecities---Houston,SanAntonioandDallasandincorporatedwithTexas.Andtodaysouthwestisoperationmorethan500Boeing737aircraftamong64cities.Southwestbecameamajorairlinein1989whenitexceededthebillion-dollarrevenuemark.InMay2003,southwestwastoppedasthedomesticoriginatingpassengerrankingoneforthefirsttime.Year2007isthemarkedascompanies35thsuccessiveyearofprofitability.Southwestisthesuccessfulairlinecompanywithlowfares,highfrequencyandpoint-to-pointcarrier.Anditisdraggedfor10yearsafterwinningthecasesouthwestairlineswasallowedtofly.Finallyin1977thefirstaircraftwasstarted.Thesouthwestairlineskeysuccessfactordependedontherelationshipwiththecustomers.

2.AnOutlookofSouthwestAirline’sCustomerCareStrategy

SouthwestAirlinescontributestoachievethehighestqualityofCustomerServicedeliveredwithasenseofwarmth,friendliness,individualpride,andCompanySpirit.TheSouthwestAirlineiscommittedtoprovideitsEmployeesastableworkenvironmentwithequalopportunityforlearningandpersonalgrowth.CreativityandinnovationareencouragedforimprovingtheeffectivenessofSouthwestAirlines.TheSouthwestAirlineisdedicatedtodoingtherightthing.Also,theSouthwestAirlinetakesgreatstridestoensureitscustomers’safety,andfosteringtrustingrelationshipsbetweenitsEmployees,itsCustomer,itsSuppliers,anditsPlanet.TheSouthwestAirlinealwaystruststhatcustomersarethesinglegreateststrengthandmostenduringlong-termcompetitiveadvantage.Themaincustomercarestrategyofthiscompanyistogainthecompetitiveadvantagesbyexceedingthecustomerexpectationsthroughreducingthecostandincreasingpenetrationlevelsintothemarkettoattractthemoreprospects.

3.DevelopmentofSouthwestAirline’sCustomersCareStrategy

Strategyisamethodorplanchosentobringaboutadesiredfuture,suchasachievementofagoalorsolutiontoaproblem.

●Step1SouthwestAirlineshouldknowwhotheircustomersare

First,allthosepassengerswhoemplaneplanesintheSouthwestAirlineistheircustomer.Second,rememberthatwhoseeshisrelativesoffisapotentialcustomerofthecompany.Finally,theSouthwestAirlineshouldthinkofmethodstoreachthetotalcommunity.

●Step2SouthwestAirlineshouldknowtheneedsoftheircustomers

Firstly,theSouthwestAirlineshouldknowtheneedsoftheircustomerstoensurethatthecompanycouldunderstandatravelercorrectlybyaskingquestions,developingandshowingempathyforthecircumstancesofthecustomeranddeveloppropercommunicationskills.Secondly,theSouthwestisopposedtolearntheneedofcustomers’feelingwelcomethattheyshouldlookhappyandpleasedtohavecustomersandbesensitivetothosepeoplewhoseerelevantoff.Thirdly,theSouthwestshouldknowthecustomer’sneedtofeelimportanttogiveeverycustomerafeelingofimportanceandworthandrewardregularcustomerswithapreferentialpolicy.TheSouthwestshouldunderstandthecustomer’sneedforcomforttoprovideforphysicalcomfortwithchairs,waterandproperlighting.

●Step3SouthwestAirlineshouldknowhowtodetermineneeds

TheSouthwestshouldbeproactivetoexpectneedsandtaketheinitiativewithcustomersurveys.Then,theSouthwestshouldhandledistinguishbetweenneedsandwants/demands.Also,thecompanyshouldbeattentivetocustomerneedsinorderthatthefirmshoulddeveloptheskilloftuningintotheneedsofusersand"

reading"

theircustomers.Finally,theSouthwestshoulddevelopempathywiththecustomers.

●Step4SouthwestAirlineshouldresponsetoneeds

TheSouthwestshouldshowrealinterestintheneedsofspecialgroups,e.g.alonechildrencustomers,seniorcustomers.Then,theSouthwestAirlineisopposedtocreateopportunitiesforcustomerstofeedback.Also,theSouthwestAirlineisopposedtodeletetheflightsthatdonothaveauseorpotentialuseforthecommunity.TheSouthwestalsoshouldhandleandsolvecomplaintsfromcustomers.

●Step5SouthwestAirlineshouldgiveaccesstoservices

DonotlimittheservicesoftheSouthwestAirlinetotheboundariesoftheairport.Ideastoconsider:

theSouthwestAirlineshouldprovideservicesforpickingupthecustomersandsendingthembackwhenthecustomersgetofftheplane.Whatismore,thecompanyisopposedtotaketheservicestothewebwithawebsitefortheflightcompany.

●Step6SouthwestAirlineshouldknowmanagementalignmentandmobilization

ThecompanyshouldclearlyexplainthegoalsandbenefitsofthecustomercareservicestrategytoshareholdersandexecutivemanagementoftheSouthwestAirlinetoattaintheirsupportsandunderstanding.

●Step7SouthwestAirlineshoulddeliverCompetency

Concernfortheusermustbebalancedwiththecompetencywithwhichwerenderservices.Competencyisanindicationoftherespectwehaveforourcustomers.Competencyisdeterminedby:

Effectivenessthatthemostproperstrategyforobtainingthedesiredoutcome,EfficiencythatthemostpropermethodsandprocedurestoobtainthedesiredoutcomeandEconomythatcost-effectivewaystoobtainouroutcome.

●Step8SouthwestAirlineshouldknowcontinuouslyanalyzemethodsandproceduresforimprovedefficiency.

TheSouthwestAirlinemustreducethetimetakentodealwiththeaccidentofflightdelay.TheSouthwestAirlineshouldunderstandtheeffectsoftheirsystemsforreservationofmaterials.Thestaffsintheairportshouldbetrainedandknowledgeabletoprovidebetterservicetosatisfycustomers.Competency,whichisaprerequisiteforqualityservicedelivery,theSouthwestmustensurethatcustomerswillreturntotheSouthwestandbringtheirrelativesalong.

●Step9SouthwestAirlineshouldknowmanaginganeffectivecommunication

TheSouthwestAirlineshoulddevelopacommunicationstrategythatwillinform,conveyconcern,solicitinputs,promoteandpublicizeservicesandprovidechannelsforfeedback.And,thecompanyshoulddevelopsuccessfulinterpersonalandcommunicationalskills.Finally,theSouthwestshoulddevelopamediastrategytocommunicateregularlywithlocalmediaandincreasethecommunicationwithcustomers.

4.SouthwestAirline’sStandardsinDetails

●Employees

Ø

Employeeswillbeprovidedthesameconcern,respect,andcaringattitudewithintheorganizationthattheyareexpectedtoshareexternallywitheverySouthwestCustomer.

Employeesenjoymanygreattravelperks.

EmployeeshavetheFreedomtocreatefinancialsecurity.TheSouthwestoffersgreatprogramstohelpemployeesplanforthefuture.

Southwest’scompetitivehealthpackagemakesstayinghealthyaffordable,currentlyforaslittleas$15permonth.

Employeeshavethefreedomtocreateandinnovate.

SouthwestAirlinesprovidesmanyopportunitiesforemployeestolearnandgrow.

EmployeesareencouragedtoSharetheSpiritofSouthwestthroughprogramslikeSpreadtheLUVandEmployeeCatastrophicFund.

Employeeshavefreedomtoworkandhavefun.

Employeeshavefreedomtostayconnected.

●Customers

ServiceCommitmentwasdesignedandwritteninsuchawayastoclarifymanyofthemostcommonlyquestionedtermsandconditionsoftheirContractofCarriageandprovidecustomerswithinsightintosomeoftheirpoliciesandprocedures.

Southwesthaspredicateditsdailyoperationalandschedulingdecisionsonthesafety,security,andwellbeingoftheirCustomers.

Ticketsforfaresthatareage-relatedorstatus-related（seniors,infants,children,military,governmentcontracts）aresoldcontingentonthetraveler’sabilitytoprovideproofofageorstatusatcheck-in.

Thecustomerwillhavetheoptiontoselectthereviseditinerary,chooseanalternateflight/datewithina14-dayparameterofyouroriginaltravel,orcancelthetripwithoutpenaltyandreceivearefundissuedtotheoriginalformofpaymentifthecustomerdidnotcatchupwiththeflight.

SouthwestAirlineswelcomesmembersofthedisabilitycommunity,andtheyareveryproudoftheirrecordofservicetotheircustomerswithdisabilities.

●Suppliers

Southwestisdedicatedtofindingwaystoloweritscostsandincreaseitsproductivityandqualityandvaluesupplierswhohavethesamefocusandlookinternallyforwaystoimprovetheirprocessesandservice,andwillinglypassoncostsavingstoSouthwestAirlines.

Allsuppliersaretreatedfairlyandimpartiallyduringtheevaluationandselectionprocess.

Southwestexpectsitssupplierstocooperateinregularlyprovidingaccuratemetricsandreporting.

InadditiontounderstandingtherolessurroundingprocurementatSouthwestAirlines,itisimportantforeveryoneinvolvedtounderstandtheapprovalprocessforsupplierselection,commitment,andpayment.

SouthwestexpectsbusinesstobeconductedinaccordancewiththeSouthwestAirlinesCodeofEthics（presentedinaseparatedocument）andwithitsCompanyProcurementEthicsasstatedbelow.

●Community

Southwestcanreceivemanydonationrequestseveryyear,andalwaysdoesthesethings.

TheSouthwest’schampioncausesthatmattermostinthecommunitiestheyservebydevelopingrelationshipswithnonprofitorganizationsonbothalocalandnationallevel.

T