A second example is Southwest Airlines. Last year, after taxiing to the runway at Newark Liberty, our flight was near the front of the queue and just about ready for takeoff.As luck would have it, there was a weather-related hold at many airports in the northeastern section of the United States. Without even complaining, we were amazed when we received an e-mail a few hours later with $75 vouchers per ticket for a future flight. Combine that with no luggage fees, flexible change policies, and comfortable seats and Southwest has made new fans.
In both instances, these major businesses acted in a very consumer-friendly manner. This just goes to show you that if it looks like good customer service and smells like it as well, then that is the definition of good customer service.