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Calming Upset Customers...The Southwest Way

Why can Southwest do what other airlines can't? There are dozens of reasons why one company does a better job than another in delivering delightful experiences to their customers. Some of those reasons have to do with culture, with vision, with intent, with working conditions, with attitude. And with training. When companies understand how truly valuable the customer is to their overall success, they make sure to train people in such a way that they deal with them appropriately under all circumstances.

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