Strategic Service

Better-than-average customer service can make a company more profitable. Last month's column discussed some customer service woes and joys and asserted that customer service excellence can help a company stand out and attract and retain customers. The company Air France SA recently retrained its staff to reduce flight delays and improve interaction with customers. Known for its customer service focus, Southwest Airlines Corp. is the only major airline to report profits in every quarter and one of the few airlines not forced to lay off employees.