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Episide 61 - Fred Taylor

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Customer Experience

Customer Experience

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Fred Taylor began his career as a Customer Service Agent with Southwest Airlines in 1997 and quickly progressed to more challenging leadership positions in frontline operations. Then in 2001, he was plucked from the Frontlines by Colleen Barrett, then President and CEO of Southwest, and asked to take on new responsibilities for coordinating the Company’s proactive Customer communications.  Fred has revolutionized Southwest Airlines Customer Service, communications, and goodwill initiatives by creating the PCS Team (Proactive Customer Service team). The results of their proactive work have been (and continue to be) featured in over 50 print, television, and Internet media including: Business WeekThe New York TimesThe Wall Street JournalChicago Tribune,Dallas Morning News, Houston Chronicle, NBC, CBS, and FOX.

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