Transportation

This major airline had a rocky road at its start. Incorporated in 1967, it never actually started flying planes until June of 1971 because of lengthy legal challenges by other major airlines. When it finally started services between Dallas and Houston and Dallas and San Antonio, it used three Boeing 737 aircraft and offered $20 one-way fares. Soon, the company introduced a $10 “night fare” and several other attractive schemes. In 1973, it ended the year with its first profits since starting operations and began developing a loyal customer base.

By the 1990s, this airline had become well-established as a major passenger carrier with popular campaigns that focused on families such as the “Family Fare.” By 2000, the company had moved up to number two on this famous list and had expanded its rewards program for customers. Beyond that, as the decade progressed and moved into the second decade of this century, this airline instituted a number of other discount flight initiatives that encouraged air travel and expanded its customer reach.

Assignment Details

Answer the following questions :

1. Based on what you read here and learned on the airline’s Web site, what are the company’s strengths related to customer service?
2. Would you fly this airline, if you have not already? Why or why not?
3. As a current or potential customer of the airline, what would you expect as a service experience from the airline?

Service providers can deal with rude or inconsiderate customers by making sure that they remain professional. Just because the customer is rude does not mean that the service provider should also be rude. Service providers should avoid retaliation when dealing with rude customers.

• How can you effectively deal with rude or inconsiderate customers?

What are the decisions you made in designing your proposed intervention? Include any ethical considerations or issues you felt were relevant, the setting in which the intervention will occur, the interventions that were selected and why, and how you plan to implement the intervention.

Cite any sources in APA format.

Step 5: Develop a Plan for Evaluating the Effectiveness of Your Intervention
Objective: To develop a method to determine if your Intervention achieved your goals.
For each goal, create an evaluation plan including:
 Change Team member responsible for data collection, analysis, and presentation
 A measure and target ranges for the measure.
 Study design (usually pre- and post-intervention study)
 Sample (study group) or data source with comparison group
 Methods for data collection, analysis, interpretation, and presentation.
 Timelines for baseline and for post-intervention data collection and analysis
 Resources required
Step 6: Develop an Implementation Plan
Objective: Part A: To develop a plan for training or educating your staff/patients to successfully
implement your intervention.
Part B: To develop a plan for putting your intervention into place.
Part A: Develop a Plan for Staff and/or Patient Training
 Identify your Instructors, trainee audience(s) and their specific training requirements.
Determine who needs to be trained on what knowledge/skills and by when in order to achieve
your aims.
Part B: Develop an Implementation Plan for the Intervention
 Ensure you have collected all baseline data before implementing the intervention.
 Identify the person(s) responsible for implementation.
 Determine how you will implement your intervention in order to achieve your aims.
 Identify who will use what team strategies and tools, when and where.
 Create an implementation timeline.

Please see the attachment for instructions