Adding Flight Change Notifications ‘The Southwest Way.’
Fred Taylor Jr.'s job at Southwest Airlines is to head customer service problems off at the pass. Ideally, he presents customers with a range of solutions before they even know that they have an issue – for example, by calling them to let them know a flight has been delayed or cancelled before they've left for the airport and letting them know their options.
to read more, visit: http://www.cioinsight.com/c/a/Case-Studies/Southwest-Upgrades-Customer-Service-420768/
