Communication is crucial for any organization’s development. Communicating with people allows them to get instructions and orders that direct them on how they should do their jobs. It is essential for companies that they improve the communication within their organization to be able to quickly share important and professional information among employees and management. This paper will focus on American Airlines’ case and examine how American Airlines communicates with its employees. This section will also focus on the importance of communication for customer service.
Many companies use social media to communicate with their customers and clients. American Airlines also took advantage of the social media opportunities. American Airlines has reached a wider audience through social media platforms such as Facebook, Twitter, and other platforms (O’Rourke (2014)). People use social media daily in their millions. American Airlines should be able only to reach the right people. However, social media allowed the company’s brand to be promoted to those who were not aware of it. American Airlines is at the forefront of technology in communication (O’Rourke 2014). Their staff can communicate more efficiently and easily with new apps and devices that they have created. These devices contain data from customers aboard. Managers encourage employees to scan the data, identify birthdays of passengers and reward them accordingly. Through the devices, the employees are able to ask questions and get rapid answers which have helped the company to improve its operations.Communication is the bottom line of any operation. People cannot communicate their anger or satisfaction without communication. Customers can communicate their opinions about a service by using communication. The data is then used to improve relationships between customers and employees (Baskas 2015. How employees interact with clients will also impact the level of customer satisfaction. Professional communication skills are essential to increase customer satisfaction.
American Airlines was using informal leadership techniques for quite some time. Professional leadership became necessary in 2007. Effective leadership strategies have allowed American Airlines to grow and thrive since then. American Airlines’ success has been achieved by its leadership (Systems (2015)). These strategies facilitated high engagement that in turn led to remarkable success. American Airlines leaders face two main problems: competition and a shortage of qualified staff. The company must remain competitive, so the leaders need to find a way to motivate their employees (Taneja & Echo (2016)). American Airline has had to compete with other Airlines, which has forced its leaders to create unique operating strategies. American Airlines is the world’s largest airline. This has enabled them to invest in Cross-cultural awareness. Leadership and subordinate positions were distributed among diverse ethnicities. Through various assessments, the company ensures that leaders have transformational skills.
