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Using Managers To Make Numbers
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<blockquote data-quote="MrFedEx" data-source="post: 823238" data-attributes="member: 12508"><p>Correct, Fedex could care less about providing outstanding service. Instead, they just talk about it endlessly. Many moons ago, FedEx used to have expedite couriers who would spend their day taking care of missorts and/or expediting screw-ups via commercial airlines. This was eliminated by MEM because it wasn't cost-effective. Going the extra mile is never cost-effective short term, but it certainly is effective long-term when it comes to customer satisfaction and retention. </p><p> </p><p>Well, guess what, Fred. When customers pay an extremely high price to have something delivered on-time, they have a right to hold FedEx accountable. Now, CSA's and the Call Centers are directed to just tell lies. Wow, now that's integrity, isn't it? Whenever we flub something, I direct customers to dial the 800 number and not accept the tall tale. If a customer is persistent and pissed enough, they <em>will</em> eventually get to the Executive Desk, where someone will actually address the problem.</p><p> </p><p>Recently, our station had to retrieve an International FO bulk shipment that had already been delivered to the customer but not cleared through Customs. Packages were already opened and on the repair line to go back to Europe that night. No apologies, no concern..nothing. That's FedEx in action.</p></blockquote><p></p>
[QUOTE="MrFedEx, post: 823238, member: 12508"] Correct, Fedex could care less about providing outstanding service. Instead, they just talk about it endlessly. Many moons ago, FedEx used to have expedite couriers who would spend their day taking care of missorts and/or expediting screw-ups via commercial airlines. This was eliminated by MEM because it wasn't cost-effective. Going the extra mile is never cost-effective short term, but it certainly is effective long-term when it comes to customer satisfaction and retention. Well, guess what, Fred. When customers pay an extremely high price to have something delivered on-time, they have a right to hold FedEx accountable. Now, CSA's and the Call Centers are directed to just tell lies. Wow, now that's integrity, isn't it? Whenever we flub something, I direct customers to dial the 800 number and not accept the tall tale. If a customer is persistent and pissed enough, they [I]will[/I] eventually get to the Executive Desk, where someone will actually address the problem. Recently, our station had to retrieve an International FO bulk shipment that had already been delivered to the customer but not cleared through Customs. Packages were already opened and on the repair line to go back to Europe that night. No apologies, no concern..nothing. That's FedEx in action. [/QUOTE]
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