As a result, I would not hesitate to fly with Southwest again, knowing that they prioritize my satisfaction and that their employees are empowered to make decisions that benefit the customer.Įmpowering employees to take care of customers can benefit a company in various ways. It was clear to me that Southwest values its customers, and that its employees are empowered to make decisions that benefit them. This experience made a significant impact on me and my perception of Southwest as a company. She was able to offer me a solution on the spot and demonstrate a clear understanding of Southwest's customer-focused values. She didn't need approval from a manager, nor did she have to check with anyone else for permission. What stood out to me about this interaction was the agent's obvious empowerment to make decisions that benefit the customer. I was stunned and immediately felt like I was being taken care of. Afterall, how many times have you contacted a company's customer service line only to have to explain your problem multiple times to multiple employees before you get to the person who can actually help you? However, to my surprise, not only did I immediately get to an actual person, the agent on the other end of the line immediately offered me a $100 credit without even asking. I called Southwest to inquire about changing my flight, expecting to face long hold times and multiple agents to get a resolution. ![]() Recently, I experienced a delayed Southwest Airlines flight, which caused me to miss an important meeting. ![]() Empowering employees to take care of customers eliminates the phrase "I have to check with the manager" and enables the company to provide a more personalized and positive customer experience. While having knowledgeable managers and customer service representatives is important, it's equally important to give your employees the flexibility to make decisions that benefit the customer. In today's competitive business world, providing exceptional customer service is a crucial part of any company's success.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |