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On-box action is key to customer satisfaction

April 3, 2008

Guru notes from the Personnel Today website that FedEx now expects its staff to do so much more than just deliver parcels.

Apparently, according to award-winning HR director Wendy Dean: “It’s OK delivering a parcel, but it’s what you do on top that makes the customer want to stay with you”. Hmmm...

Visions of ‘on-box’… um… activities sprang into Yours Truly’s, admittedly easily led, imagination. But what were staff expected to do to impress parcel-expectant punters? Tap dancing? Figure skating? And why would parcel delivery staff want to invite parcel recipients round to their place for the weekend?

Guru need not have worried about speculating unnecessarily, as Dean revealed all with her explanation: “Everyone was expecting something to happen eventually, it was just a case of who and when; we had already seen some of the other companies undergoing integration”

Just a matter of 'who' and 'when’? ‘Integration’? Say no more. And Yours Truly will be sure to put in an order for unnecessary items from a company using FedEx in the very near future.

Incidentally, the only other ‘on-box’ scenario Guru is familiar with is Dr Seuss’s Fox in Sox, where a long-faced chap called Knox is on the box, then the fox, then Sue, a crow, Bim, Ben, pigs, clocks blocks and finally beetles in a bottle having a bit of a battle. It has to be said though, that whether the parcel was fit for delivery at the end of all this was never made clear by the good doctor.

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Posted for your edification by Guru on April 3, 2008 2:43 PM |

Comments (1)

Disciple Neil:

This is a great idea - going over and above, than just delivering a parcel...

Only this morning my parcel was delivered partly unwrapped and the box crushed - making it much easier for me to recycle it

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