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16 November 2012

Brilliant basics: How FedEx delivered outstanding customer service

It never hurts to reiterate the basics in discussing the quest for outstanding customer service.  In fact, if the basics aren’t right then achieving even acceptable service can be a challenge (see my previous article for an example of how the UK’s Barclays Bank demonstrated that lesson).

This article tells a happier story. It’s a tale of genuine customer delight generated by a huge global organisation getting three simple things completely right at the point of customer contact.

Three simple things happened today that transcend organisational structures and processes and put this customer first.  It is a definitive example of ‘brilliant basics’ delivering exceptional customer service.

I’m talking about FedEx.  How did this organisation warrant the prize of being a feature case study in customer service excellence?