General

Question 0

How do we achieve the goal of most loved airline?

Answer 0

Own our culture, live the brand, and win more customers by being #1 in customer satisfaction through hospitality, excelling in my job, and recognizing good coworkers.

Question 1

The three Kick Tail (overall) 2015 goals are to be:

Answer 1

1. Most Loved
2. Most Flown
3. Most Profitable

Question 2

How do we achieve the goal of most flown?

Answer 2

Deliver safe, reliable, and efficient ops.

Question 3

How will the goal of most profitable be achieved!?

Answer 3

Act like owners, collaborate on perfecting the “Five Big Initiatives”, promote products that set us apart, and be hospitable and grateful to our customers

Question 4

The Value of Living the Southwest way means having a:

Answer 4

1. Warrior Spirit
2. Servant’s Heart
3. Fun-LUVing Attitude

Question 5

The Value of Working the Southwest way means to value:

Answer 5

1. Safety & Reliability
2. Friendly Customer Service
3. Low Costs

Question 6

SWA’s Purpose

Answer 6

Connect people with what is important in their lives through friendly, reliable, low-cost travel.

Question 7

SWA’s Vision

Answer 7

To become the world’s most loved, most flown, and most profitable airline.

Question 8

SWA’s Mission

Answer 8

Dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and company spirit.

Question 9

SWA’s Employee Mission

Answer 9

We are committed to providing a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of SWA. Above all, employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest customer.

Question 10

SWA Leader Expectations

Answer 10

1. Develop People
2. Build Great Teams
3. Think Strategically

Question 11

SWA Senior Leader Expectations

Answer 11

1. Communicate Effectively
2. Demonstrate Capacity
3. Be a Change Leader
4. Be Knowledgeable

Question 12

Exceptional customer service meets customer needs by providing _______, ________, ________ assistance to ensure their expectations are met.

Answer 12

friendly, professional, helpful

Question 13

Once customer service needs are met, hospitality depends on customers feeling by ________, _______ ______, and _______.

Answer 13

welcomed, cared for / appreciated

Question 14

SWA Hospitality Wheel steps are:

1.
2.
3.
4.
5.

Answer 14

Hospitality Wheel

1. Welcome - Friendly!
2. Engage - Get to know & understand
3. Provide more than expected
4. Appreciate - Show gratitude
5. Repeat - Retain energy, enthusiasm, and sincerity