Finweek English Edition - - Openers - BENE­DICT KELLY

THE COURIER ser­vice in­dus­try is ex­tremely com­pet­i­tive, with speed and cost need­ing to be backed up by ster­ling cus­tomer ser­vice. We gave Fedex’s con­tact cen­tre a call to see how they fared. The ini­tial in­ter­ac­tion with the interactive voice re­sponse sys­tem was slightly baf­fling, as the first two op­tions – for in­ter­na­tional and do­mes­tic ship­ments – were fol­lowed by a third to re­peat the menu, which was promptly re­peated any­way.

There was no mes­sage telling me that the call was be­ing recorded, which I thought was now an in­dus­try stan­dard. But even with­out that it still took more than a minute to an­swer my call, which was reached by press­ing the first op­tion of­fered both times – so that time could be ex­tended fur­ther if the en­quiry was more com­plex.

The agent I spoke to was knowl­edge­able and help­ful and made sure I got the best price on my stan­dard pack­age. He also made sure that I un­der­stood the pro­ce­dures that would be used when pick­ing up the de­liv­ery, en­sur­ing min­i­mal headaches later on.

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