Southwest Airlines Mock Interview
Prepare for 39 Southwest Airlines interview questions covering customer service, LUV culture, and operational scenarios.
Question 33 of 39
What is the difference between hospitality and customer service?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"Customer service normally pertains to product satisfaction, whereas hospitality means being hospitable, as in welcoming, to your guests. I am naturally a welcoming person and am empathic. I consider myself the life of the party as well. And any party I host, the more, the merrier."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"Customer service is ensuring they are serving their customer's needs, whereas hospitality is hosting someone and is ensuring they have a positive experience during their stay. Now, even though these are two distinct things, I never think of them as mutually exclusive. I think even many retailers these days view their customer service as a customer experience."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
This is a common Southwest Airlines interview question. They consider themselves to be in both the business of hospitality and customer service. This is a more difficult distinction to make these days since many companies have adopted the 'customer service experience' into their branding and business model. A customer service experience is considered a hybridization of hospitality and customer service. To distinguish the two, customer service is ensuring your customer's needs are met or served. This means that you are satisfying their needs for what your product or service advertises. However, hospitality is ensuring your guests have a great experience during their stay with you. Hospitality industries include those offering accommodations, travel and tourism industries, food and beverage, and entertainment and recreation - any industry where you are their guest.
As they advertise on their website, "Southwest Airlines has an unmatched record of outstanding Customer Service and Hospitality."
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