Southwest Airlines

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Sweatshop mentality by local management is encouraged by HDQ

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Career Opportunities
Current Employee - Customer Care Representative
Current Employee - Customer Care Representative

Pros

Compared to other call centers, SWA is a notch above because they have a union that enforces some guidelines for how workers are treated.
Return customers are used to communicating with friendly, knowledgeable people when they call and do not start the interaction with negative expectation.

Cons

Call center leaders are constantly trying to get around the guidelines about evaluations and rules. It is almost always necessary to include a union rep when meeting with a team leader. They pretend ignorance of the union agreement and are encouraged to do so by call center management and leaders in Dallas. The result is an adversarial relationship with a "leader" who is supposedly there to encourage and train reps. The customers who call are often difficult and sometimes demeaning, so it is discouraging not to be supported by those we should be able to expect to be helpful. They add stress to our day instead of the opposite.

Advice to ManagementAdvice

Get some real training in management principles outside of SWA insider training. There is no reason to create an American sweatshop out of what used to be one of the best customer service organizations in this country. SWA hires the people with the best attitude profile they can find, but their management style brings this asset to a grinding halt with policies that result in "learned helplessness" instead of enabling them to be effective employees.

Doesn't Recommend
Disapproves of CEO

Other reviews for Southwest Airlines

  1.  

    Interesting and am embracing it

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Customer Care Representative
    Current Employee - Customer Care Representative

    Pros

    Free unlimited flights for you and your immediate family...one 3 day weekend each month. Shift bids given each month. Many, many tenured reps there exceeding 15 and 16 years (good sign)

    Cons

    Lower entry rate of pay, no desks assignment...you may change your desk everyday..altho that would be nice for some reps probably...but you can't be assured you won't find someone sitting in the desk you sat at the day before and wanted to sit there again. Not likely to get a weekend off as a new hire

    Advice to ManagementAdvice

    Keep making employees feel like family.

    Recommends
    Approves of CEO
  2.  

    So far so good.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    Pros

    Great opportunities to move up with the company. Great benefits, fly for free! Great 401k contributions, profit sharing, the whole works.

    Cons

    Some of the work can be somewhat physically demanding.

    Recommends
    Approves of CEO
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