A major airline had experienced a decade of rough turbulence, including two bouts of bankruptcy protection. 10 managing directors, and morale so low that employees had removed the company's logo from their uniforms because they were embarrassed to let others know where they worked. Service was terrible, and the airplanes rarely arrived or left the terminal on time. This was costing the airline significant amounts of money in passenger layovers. Managers were paralyzed by anxiety, most did not know how to set strategic goals that actually succeeded. One-fifth of all flights were losing money, and the company overall was near financial collapse (just three months from defaulting on payroll obligations). 

Your group and the recently hired CEO must get employees to quickly improve operational efficiency and customer service. What actions would you take to bring about these changes?

Answer rating: 100% (QA)

Airline customer service can be enhanced by offering an omnichannel customer experience Customers desire quick and simple access to service Everyone i... View the full answer