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Heard about customer complaints?
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<blockquote data-quote="Dustyroads" data-source="post: 569273" data-attributes="member: 22610"><p>Here's a real example of how we have failed in providing excellent service. Due to cuts in routes a rural center made a decision to change a particular route in a fashion where the driver would work rural routes for three or four hours before arriving at what had been his first two stops, two very large mining operations. The area only had same day air service, so the companies received not only their ground freight but also a great deal of next day air packages at about 2 pm. Their volume accounted for 75% of the pieces in the truck every day. The companies complained, our operations managers said, too bad, it's a recession. The companies gave UPS three days, threatening to divert all of their inbound and outbound freight to FedEx. The next Monday, the route returned to it's normal configuration, the mines were delivered first. </p><p> </p><p>The sad part of the story is that the mines had to threaten to divert their business for us to provide them excellent service. Obviously we could do it, we did, in fact, find a way. Why did our valued customers have to hold a gun to our head?</p><p> </p><p>The crux of the problem is these guys who call themselves salesguys. I recall the day when that entire department was called customer service. That's what we used to provide, without any armtwisting.</p></blockquote><p></p>
[QUOTE="Dustyroads, post: 569273, member: 22610"] Here's a real example of how we have failed in providing excellent service. Due to cuts in routes a rural center made a decision to change a particular route in a fashion where the driver would work rural routes for three or four hours before arriving at what had been his first two stops, two very large mining operations. The area only had same day air service, so the companies received not only their ground freight but also a great deal of next day air packages at about 2 pm. Their volume accounted for 75% of the pieces in the truck every day. The companies complained, our operations managers said, too bad, it's a recession. The companies gave UPS three days, threatening to divert all of their inbound and outbound freight to FedEx. The next Monday, the route returned to it's normal configuration, the mines were delivered first. The sad part of the story is that the mines had to threaten to divert their business for us to provide them excellent service. Obviously we could do it, we did, in fact, find a way. Why did our valued customers have to hold a gun to our head? The crux of the problem is these guys who call themselves salesguys. I recall the day when that entire department was called customer service. That's what we used to provide, without any armtwisting. [/QUOTE]
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