Customers are important to all organizations.  Without customers, a company cannot survive, which is why quality customer service is such an important function of all firms.  According to Batemann and Snell, author of Management: Competing in the New Era, customer service is giving customers what they want or need, the way they want it, the first time.  Such service depends on the organizational culture, as well as the actions and attitudes of all employees.  If these services are managed properly, the company is likely to have a competitive advantage over other companies that do not implement such strategies. 

           Managing the customer service unit of a company is not an easy task.  Not only does the manger/supervisor have to make sure that they themselves are happy, but also the customers that they serve and the employees that they oversee.  The services also need to be provided as promptly as possible, with as few mistakes as possible.  Creating a balanced organization that meets customers needs as well as employees needs is very difficult, but can definitely be done.  There are a number of companies who have been able to dominate due to their excellent service.  For our presentation, we have chosen to focus on Southwest Airlines, who has been a dominant force in the airline industry due to their superb customer service.

         As our website will show, Southwest Airlines has succeeded in providing quality customer service for a number years. As you examine our website, please note all the strategies Southwest Airlines has implemented to maintain their superior standing as leaders in the airline industry.