Using the Case Study Solution, one can gain a broader understanding of the various challenges faced by a travel and hospitality company that serves travelers from the Southeast. While no two trips are alike, the Southwest Airlines Case Study proves that the hospitality industry can offer a wide variety of experiences, from providing comfort and beauty in hotels to a unique cultural experience with excursions to the Great Plains. The practice gives careful attention to how to serve each group of travelers with a high level of service while providing the Southwest airlines a means to find new customers and maximize profits.
The Southwest Airlines Case Study helps identify specific solutions to the problem of customer service, which can be found throughout the organization. What really is the best way to serve each of the services necessary to make the traveler happy and secure about making future reservations?
A problem with customer service often stems from organizational infighting over service levels. Organizational leaders may be strong but their personality conflicts and lack of expertise make them ineffective at producing high levels of customer satisfaction.
Two issues that complicate the question of service levels are poor methods of communicating with customers and poor training. Service is enhanced by customer retention, as is the morale of employees. In the past, many organizations failed to provide a proper method for communicating with customers.
Just as in the Southwest Airlines Case Study, the HBR Case Solutions guide explains how an organization can train its people for effective communication skills. An organization can increase its customer retention with an employee-first approach. People are more effective when they feel appreciated.
An additional reason why it is important to train employees about effective communication and training is that an organization can learn how to better manage time. Managers should learn to use their time effectively in serving the customer and achieving results. One way that an organization achieves this is through employee feedback.
The HBR Case Solutions guide illustrates how employees can become more efficient at monitoring and influencing their bosses. Employees can do this by taking responsibility for their own performance and the improvement of other people’s performance.
Employees can also contribute to the success of the company culture by understanding how they can contribute positively. The guide does an excellent job of explaining this. You will discover tips on how to create a fun and comfortable work environment and how to encourage employees to build healthy work relationships.
It is important for the senior management team to understand the contribution that their staff members can make. The guide provides examples of how senior leaders can ensure that each of the employees at their company understand what they have been trained to do.
The HBR Case Solutions guide demonstrates how each team member should have knowledge about each of the business objectives. While the objectives may vary, the focus remains the same. The guide also tells managers how to engage with employees so that they can learn what works and how to achieve high quality results.
The Southwest Airlines Case Study allows executives and managers to get the training they need. Many have already made the decision to incorporate the knowledge found in the HBR Case Solutions guide into their own management training.