Communication plays a very important role in the development of any organization. Through communication; commands and instructions are passed down to guide people on how they should accomplish their tasks. For this reason, it is important that companies ensure that they improve communication within the company in order to easily share professional and urgent information between employees and management. This article will examine the case of American Airlines to establish to what extent the company has improved its communication and how effective its communication methods are. This section will also highlight the role of communication in customer service. Say no to plagiarism. Get a tailor-made essay on “Why Violent Video Games Should Not Be Banned”? Get the original essay Social media is one of the most powerful communication tools that has created a platform for many businesses to reach their customers. American Airlines has also seized the opportunity offered by social media. Through various accounts on platforms like Facebook and Twitter, American Airlines was able to reach a wider customer base that it would not have been able to reach otherwise (O'Rourke, 2014). Millions of people use social media every day. Therefore, if American Airlines was only able to target the right people, it would convert a portion of the people on social media into customers. Nonetheless, social media helped the company market its brand to people who were unfamiliar with it. American Airlines is at the forefront of communications technology (O'Rourke, 2014). They have developed new devices and applications for their staff that allow them to communicate easily and effectively. The devices also contain customer data on board. Employees are encouraged by management to scan the data and identify passengers with birthdays so they can be rewarded. Using the devices, employees can ask questions and get quick answers, which has helped the company improve its operations. Communication is the essence of any operation. Without communication, people cannot express their satisfaction or their aggression. Communication allows you to collect customer opinions regarding a certain service. The collected data is then used to improve the relationship between employees and customers (Baskas, 2015). The way employees communicate with customers also determines the level of customer satisfaction. It is therefore important to employ professional communication skills to improve customer satisfaction. Keep in mind: this is just a sample. Get a personalized article from our expert writers now. Get a Custom Essay For quite a long time, American Airlines had used informal methods of leadership until 2007, when professional leadership came into play. Since then, the company has implemented effective leadership strategies that have allowed it to not only prosper but also grow. American Airlines used both authoritative and tone-setting leadership strategies that propelled the airline’s success (Systems, 2015). These strategies required a high level of commitment which, in turn, resulted in spectacular success that continues today. The main challenges facing American Airlines executives are competition and lack of competent personnel. Managers must ensure that the company remains competitive and.