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Southwest Airlines Community

The crucial role Customer Service plays in a brand

Frequent Flyer A

Southwest Airlines is admired around the world for its commitment to brand and culture as well as the customer service approach that has set the company apart from other airlines. In this episode of Brands That Travel, we will be interviewing Teresa Laraba, Senior Vice President Customer Service, to learn more about the strategy behind Southwest's success and how customer service is evolving in the travel marketplace. Ms. Laraba oversees the airline's customer support and services, customer relations, customer service agents and central baggage services, and with over 20 years of industry experience, she knows that the best advice for colleagues is to "slow down and listen - the person in front of you deserves your time".



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