I’m talking about FedEx. How did this organisation warrant the prize of being a feature case study in customer service excellence?
Three reasons FedEx
demonstrated brilliant basics
- They listened to what I wanted, but adapted to meet my real needs
- They reacted swiftly, going beyond their promise to exceed expectations
- Their employee had an outstanding attitude and genuinely “lived the values”
What do customers
know about your ‘brand promise’?
Your employees turn
brand promises into customer service excellence
It’s an individual thing
The values of the “FedEx family” that I only know through Tom Hanks being stranded in the Pacific arrived today on my doorstep. I am, in the words of customer service guru Ken Blanchard, more than a delighted customer – I’m a “raving fan”.
Summary - key lessons
and learning points
- Listen to your customer; pay genuine attention; understand their real needs.
- Promise to meet expectations, but exceed them to achieve ‘raving fans’.
- It’s your people and their attitude that makes the difference. A positive culture exists because people take the mission and vision off the plaque on the wall and turn in into their day to day behaviour.