Group project Assignment Example | Topics and Well Written Essays - 750 words

Group project - Assignment Example Sending its customers birthday and gift cards and referring to them by their first names helps in creating a family atmosphere that makes the customers feel appreciated (Tierney & Kuby, 2008). In cases where the airline inconveniences its customers such as delayed flights or lost items, the company is quick to inform the clients and apologise on the spot if need be, in addition, the company also issues free tickets and other bonuses to customers that it has inconvenienced. In the case of delayed flights, the company also keeps the customers busy through a number of activities, which are fun and enjoyable to them. The company has also ensured the quality of their flights is of the highest standards, for instance, in the flights all its seat are made of leather in addition to full size cabins majority of which are fitted with WIFI connectivity, live and video-on-demand TV that are absolutely free to its customers. The safety of flights within the airline is also among its priorities, this is evident from the time that the airline has gone without a major accident. During flights, southwest airline offers free non-alcoholic beverages to its customers with alcoholic ones being offered at a small fee; in addition, it is one of the few airlines in the world that offers Dr Pepper to its customers. The company is also known to give peanuts or pretzels to its clients in all flights in addition to Nabisco snacks. This high quality of customer service has led to the airline being honored for its excellent ratings by the department of transportation; excellent customer ratings are determined by the number of complaints directed towards a certain airline and the lower the number of complaints the higher the ratings for customer satisfaction. Southwest airlines has scored excellently in these ratings with it having the lowest number of complaints since 1987. The company has a reward