Rob Hahn is a manager of the Social Care team at Southwest airlines, and oversees social media interactions with customers. The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We talk to Rob about how this mission is played out over social media and what the Southwest "voice" is. He has years of experience of customer service and insights into the airline industry. Rob knows what he is talking about!