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.