This presentation will assess Ryanair in terms of customer service delivery, drawing a broader picture of its culture and analyzing whether it would be more profitable for the airline to change its structure, all considering the impact this could have.
Southwest reinvented air travel thirty-eight years ago with its low fares and irreverent style, making flying an event. Today, it still succeeds in keeping air fares down by achieving low costs and satisfying customers and also has the best productivity and safety records in the industry.
At Ryanair, even if it uses Southwest’s pioneering model, customer service does not have to be serious, it is not bound by rules and the customer does not always have to be right. Even so, it keeps winning awards and customers, all thanks to its lowest fares and the highest frequency. The low-fare phenomenon championed by Ryanair has revolutionised European air travel, being a very dynamic company that shown the way everyone has followed.
When Ryanair flights first took off in the mid-1980s, its staff were encouraged to provide high quality customer service and told that being rude to passengers was a sacking offence. Ryanair slowly changed into a functioning and efficient airline that cared little about pleasing its passengers at any other level. Later, it started to face improvements in the way it dealt with its customers, accepting the need for customer responsibility, though not in the way SWA is well known.
The Importance of Customer Service Nowadays, customer service is of great importance for airlines that require a price for their tickets.
The Importance of Customer Service Ryanair has made air travel affordable for everyone, promising to offer to the public more and more of its seats for free. All these things, including customer service delivery, do not cost anything, but at the end they could make all the difference to the customers and their experience of the airline.
Creating an Excellent Customer Service Culture
Perception of Ryanair – A more approachable Airline
Reputation – Improvement of brand through improvement of customer service appearance. “The way to gain a good reputation is to endeavour to be what you desire to appear.” Socrates
Motivation of Employees – Through recognition and praise
Employee productivity – Through feedback and training sessions
Changes cost to implement. With Ryanair’s no frills attitude introducing new customer service skill programs may seem too costly. However, the benefits can be seen from airlines such as Southwest and more recently Easyjet both of which are increasingly customer focused while still maintaining profit