Fed Ex FedEx the Better Research Paper

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Personally I will never use FedEx again. It has easily been the worst experience with shipping companies I have ever had."(Measured Up)

Suggestions for improvement

While these 2 customers are extremely unhappy, and will probably never use FedEx again a lot of the problem could have been eliminated if the customer service personnel were more accommodating. It is my recommendation that FedEx have all their customer support staff attend customer service workshops. The fundamental purpose of a business is to get and keep customers. The goal is to satisfy customer/client needs at a profit. A company can only benefit from a strong customer service culture. Some of the benefits FedEx would attain from having their service staff attend a workshop would include: More satisfied customers, more repeat business, customers becoming advocates for the business and also a reduction of employee turnover.(the Customer Focus) There are several reasons a package may be late getting delivered, some due to issues out of FedEx's control such as bad weather. However, the majority of the complaints that were posted on BBB had nothing to due with bad weather. It would be my suggestion to Fed Ex to have their drivers call the customers in advance to let them know the status of a delivery. Even though FedEx provides a tracking system online that consumers can track the status of a delivery, a personal call, in the event the driver knows they are not going to meet the time line would alleviate much stress on the consumer and in my opinion reduce the amount of complaints.

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The majority of the complaints posted had more to due with the consumer feeling uninformed as to where their packages were and when they could expect delivery. The customers felt they wasted valuable time waiting on a delivery that never happened. A quick phone call could make these customers feel that Fed Ex valued them and acknowledged that their time was valuable as well.

According to the BBB, FedEx has made a good faith effort to rectify all of the 1906 complaints filed. They have resolved all but 362. The BBB gives FedEx a rating of a+. They continue to try to resolve the remaining customer complaints.(BBB)

Resources

About FedEx.(2012) Histories of FedEx operating Companies. Retrieved from website: http://about.van.FedEx.com/FedEx-opco-history

Better Business Bureau (2012) Better Business Review. Fed Ex. Retrieved from website: http://www.bbb.org/memphis/business-reviews/mailing-services/FedEx-corporation-in-memphis-tn-3310

Encylopedia of Ecommerce (2012) Fed Ex Corporation-Early History. Retrieved from website: http://ecommerce.hostip.info/pages/443/FedEx-Corp-EARLY-HISTORY.html

Measured Up.(2012)Fed ex Reviews and Complaints.Retrieved from Website: http://FedEx-reviews.measuredup.com/539

The Customer Focus (2012) Customer Service Training. Retrieved from Website: http://www.thecustomerfocus.com/.....

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