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<blockquote data-quote="Floridacargocat" data-source="post: 638368" data-attributes="member: 6168"><p>Isn't it surprising that the customer wishes a personal contact and not just an impersonal brush-off (box is dropped as per company procedure)? The customer is a person; sometimes he/she is happy just to receive it, sometimes he/she is really appreciating a word/sentence of what we (as a company) try to achieve: to fulfill the promise of service as it was contracted.</p><p>This appreciation, is it included in the IE metrics? Companies in the United States are always put on pedestal when it comes to service (compared to companies in Europe), but I have questions in this respect when it comes to the metrics of IE of UPS. Small gestures go a long way.</p></blockquote><p></p>
[QUOTE="Floridacargocat, post: 638368, member: 6168"] Isn't it surprising that the customer wishes a personal contact and not just an impersonal brush-off (box is dropped as per company procedure)? The customer is a person; sometimes he/she is happy just to receive it, sometimes he/she is really appreciating a word/sentence of what we (as a company) try to achieve: to fulfill the promise of service as it was contracted. This appreciation, is it included in the IE metrics? Companies in the United States are always put on pedestal when it comes to service (compared to companies in Europe), but I have questions in this respect when it comes to the metrics of IE of UPS. Small gestures go a long way. [/QUOTE]
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