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March 20, 2007
Chief Apology Officer
Southwest Airlines is finding ways
to ameliorate disgruntled customers.
This article profiles Southwest Airlines executive Fred Taylor, Jr. Although his official title is Senior Manager of Proactive Customer Communications, as the Times article suggests, this is a euphemism for "Chief Apology Officer." In this role, Taylor spends long hours researching customer service failures at the airline, then sending personal letters of apology (usually including his direct phone number and often enclosing free travel vouchers) to Southwest Airlines customers who suffered the poor experience.
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Posted on March 20, 2007 03:53 PM by southw138.
Filed in Travel Blog under southwest airlines.
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