Southwest Airlines is an American airline company established in 1966. The company conducts its flights across the United States. The company is known for the low fares changed for flight services offered. Southwest Airline’s vision is to be the most preferred, flown, and lucrative airline throughout the world. To realize the vision, the company connects people to the most important things in their lives by providing affable, dependable and cheap flights. Southwest Airlines’ mission is allegiance to the best client service provided with a feeling of warmth, being friendly, individual pride, and organization spirit ( Southwest Airlines ).
In order to ensure customer satisfaction, company success and realize the company’s vision and mission, Southwest Airlines has to offer the best customer service. Southwest Airlines on its website states that it is a client fulfillment driven company that puts effort to give the required resources and training for its workers in order to achieve its mission. From the needs assessment conducted, there is need for the company to provide training for its customer service representatives in order to equip them with skills required in addressing the ever increasing demands and changes in its clients.
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A training and personal development program in customer service is essential for the company’s success. Training enables strengthening of skills that employees require to improve ( Lancaster & Milia, 2014 ). A development program brings all the workers together at a higher level where they have the same skills and knowledge ( Schraeder, 2009 ). Customer service training will enable customer service representatives learn specific skills or knowledge needed for enhanced performance. The training would also help minimize the existing weak links in the company who depend heavily on their counterparts to do work. Equipping employees with new skills and techniques will enable Southwest Airlines evolve and innovate for the days to come.
References
Lancaster, S., & Milia, L. D. (2014). Organisational support for employee learning. European Journal of Training and Development , 38 (7), 642–657. doi: 10.1108/ejtd-08-2013-0084
Schraeder, M. (2009). Leveraging potential benefits of augmentation in employee training. Industrial and Commercial Training , 41 (3), 133–138. doi: 10.1108/00197850910950916
Southwest Airlines. Retrieved from http://www.iflyswa.com
