Contributor
Fred Taylor
Name: Fred Taylor, Jr. (a.k.a. Freddo; Mr. MOM; and Hey? You!) Age: 35 Married to a trophy wife (Julie), and we produced four “angelic” children (Ben, Madeline, Olivia, and Zoe). Pets: Two ornery wire-hair fox terriers (Gipper and Gordie). Southwest Employee for almost nine (Wow, I didn’t realize it’s been that long!) years. Current Position: Manager Proactive Customer Communications Various SWA duties: Customer Service Agent, Supervisor, Manager; Customer Communications Specialist; and current position. Hobbies: Thoroughbred Racing, Bourbon Swilling, and Parent Stuff. Personal Accomplishments: Meeting my wife and graduating from college — the University of Louisville. Professional Accomplishments: Convincing Colleen and the rest of my Teammembers that I am trustworthy. Most embarrassing moment: Whenever I speak to Herb. Memorable moments: All of the entertaining experiences I’ve had with our Customers
Recent Activity:
Recent Activity Posts
Being Proactive - The Next Generation of Customer Service, Part Five
By: Fred Taylor 
Feb 20 2008
(In the first installment, I outlined the need for Proactive Customer Service; in the second, we drilled down a bit deeper into how that is accomplished; in the third, we looked at the key elements to effective communication; and in the fourth posting of this series, I demonstrated how my Team "walks the talk.' In this last posting about "Being Proactive," I'll share with you the fruits of our... read more
Being Proactive - The Next Generation of Customer Service, Part Four
By: Fred Taylor
Feb 13 2008
(In the first installment, I outlined the need for Proactive Customer Service; in the second, we drilled down a bit deeper into how that is accomplished; and in the third, we looked at the key elements to effective communication. Now, it's time to walk the talk.)
Southwest Airlines Proactive Customer Service Communication Team
Walking The Talk
The thing about the airline industry is-there's no... read more
Being Proactive - The Next Generation of Customer Service, Part Three
By: Fred Taylor
Feb 06 2008
(In the first installment, I outlined the need for Proactive Customer Service. In the second, we drilled down a bit deeper and looked at some rules of thumb. Here are the key elements of effective proactive communication, "according to Fred.".)
Proactive Communication
24/7/365 Commitment
Proactive communication isn't a nine to five, Monday through Friday, job.
Being a proactive communicator... read more
Being Proactive - The Next Generation of Customer Service - Part One
By: Fred Taylor
Jan 23 2008
In an everchanging world where public opinion is driven in part by consumer-generated media, the Customers' trust in Southwest Airlines is contingent upon our ability to deliver effective communications about a situation before, during, and after an issue goes public. Customers commit themselves to our Company when they sense that we truly care about their individual needs, and that our... read more
Being Proactive - The Next Generation of Customer Service, Part Two
By: Fred Taylor
Jan 30 2008
(In the first installment, I outlined the need for Proactive Customer Service. Now, we will drill down a bit deeper to review the basics of how our Team works.)
Proactive Customer Service Basics
On a daily basis, the Proactive Team must:
Stay Informed
There's no excuse for not being prepared.
Understand how our business process works. I'm not talking about breaking it down to the chemical... read more
Unforeseen weather delays--there may be some relief in sight!
By: Fred Taylor
Jul 20 2006
There are two certainties about flight delays: They are unpredictable (both in reason and duration) and frustrating. Aside from a mechanical problem or operational anomaly at a particular airport (e.g., boarding or flight "turn time" delay, power outage, out of service runway, navigational equipment not working, etc.), Mother Nature is typically the culprit that prevents us from... read more
Getting Ready for the 2006 Hurricane Season
By: Fred Taylor
May 24 2006
The hurricane seasons of 2004 and 2005 have left some nasty scars on the memories of Southwest Airlines Employees and Customers - not to mention on those ravaged areas of our country. Like most companies that do business in areas of the country that are prone to be affected by Mother Nature's tropical fury, Southwest Airlines has a Response Plan to help orchestrate our Company's operational... read more
And They're Off!
By: Fred Taylor
May 01 2006
At some point in life, everybody who thinks they're anybody will go to Louisville on the first Saturday in May to witness what is known as the greatest two minutes in sports. The Kentucky Derby is the only race in the world that is always watched. People come from across the United States, Europe, Asia, the Middle East, and South America to be part of the spectacle of this global event, and... read more
Thinking Like An Owner
By: Fred Taylor
May 31 2007
I get asked by Customers, friends, family members, and associates what I think makes the service we (SWA Employees) provide unique. When I say we are typically more proactive in our efforts to serve, I'm usually encouraged to explain how that is the case. Inevitably, the conversation will circle back to the way any Employees views his/her duties and responsibilities. In other words, does the... read more
