by Paul Spiegelman
Southwest Airlines is known for its great customer service. In general, the airline industry, like healthcare (unfortunately), is not regarded as the epitome of exceptional service, which is why Southwest stands out. Its unfaltering commitment to service excellence also explains why the airline has been profitable–no matter what the economy–for 35 years.
Cynthia Williams Young, Southwest’s senior director of labor relations, was a keynote presenter at The Beryl Institute’s recent Pursuit of Excellence conference in Dallas. The conference was attended by healthcare marketers from across the country and focused on improving customer service in healthcare. Southwest is a great example of how customer service can permeate an organization’s entire culture, no matter how large, diverse, or geographically-dispersed the workforce.
to read more, visit: http://blogs.healthleadersmedia.com/marketshare/2009/06/southwest-airlines-customer-service-secrets-healthcare/
