A Quote by Oscar Munoz

We are dedicated to setting the standard for customer service among U.S. airlines, as we elevate the experience our customers have with us from booking to baggage claim.

Oscar Munoz

Quote Topics

Airlines Among Baggage Booking Claim Customer Customer Service Customers Dedicated Elevate Experience Our Service Setting Standard Us

Quote Author

Oscar Munoz
American - Businessman
Born: 1959

In 1996 - when, for the fifth year in a row, we had the best record among major airlines for on-time performance and for baggage handling and the fewest complaints for the number of customers carried - we dedicated an airplane to all of our 25,000 people. We put all their names on the outside of the overhead bins.

Herb Kelleher

Service Over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.

Tony Hsieh

Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.

Richard Branson

That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers.

Sanjay Kumar

Maps help us in tracking our cabs - if they're idle, headed for a booking, or in the midst of a trip. With custom systems built atop maps using available APIs, we are able to manage our inventory extremely well, predict ETAs for customers, and optimally allocate the nearest cab to a booking request.

Bhavish Aggarwal

I have connected by phone with customers who have left negative reviews and had a chance to get to know them. Not only was I able to solve their problems, a lot of the customers were so happy with the customer service that they become repeat customers.

Chris Gronkowski

Whether you sell hamburgers or computers, we’re all in the customer service business. Our goal must be to exceed our customers’ expectations every day.

Dave Thomas

The best form of customer service is self service. Constantly empower customers to get their own answers themselves.

Dan Pena

With support jobs moving to China and India, it's not surprising that English-speaking countries' top frustration revolves around the difficulty of understanding customer service representatives. However, even if the level of customer service is exceptional, the extent to which poorly-understood accents trump quality of service speaks to English-speaking customers' growing intolerance of non-native speech, more so than in other countries.

Bob Hayes

We all come to the theater with baggage; The baggage of our daily lives, the baggage of our problems, the baggage of our tragedies, the baggage of being tired. It doesn't matter what age you are. But if our hearts get opened and released - well, that's what theater can do, and does sometimes, and everyone is thankful when that happens.

Vanessa Redgrave

Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.

Fabrizio Moreira

Grandpa didn't have any idea of customer service. But he wanted to make a living. Eventually, we saw it was not in our best interest to be arguing with customers.

Bruce Nordstrom

Downey Savings & Loan receives high ratings from its customers in California in areas related to personal service and for being customer focused. Downey customers are also twice as likely to visit a branch as their primary transaction method, which contributes to higher overall satisfaction levels. Multiple convenient locations and extended operating hours in supermarkets positively increase customer perceptions of convenience for Downey.

Jeffery Taylor

To achieve consistently terrific customer service, you must hire wonderful people who believe in your company's goals, habitually do better than the norm and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated - which is surely the highest standard.

Richard Branson

Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.

Richard Branson

Southwest Airlines is successful because the company understands it's a customer service company. It also happens to be an airline.