FedEx Customer Care Services - Case Study Example

Student’s Name Professor’s Name Course Date FedEx Customer care services Introduction FedEx Express is one of the largest cargo logistics company in the world that deals with express transportation of cargo to all parts of the world. The company has been recognized as the fastest and reliable company for delivery of cargo to over 200 countries in the world. The company has a global ground and air network that enable it to make timely delivery and shipment. This makes it deliver services as defined on the date and time to ensure that the customer gets services that are worth the money paid. It has been recognized to be one of the top 50 companies in terms customer service delivery. The recognition of the companies is done by comparing the level of customer services in various organizations. In the year 2013, FedEx Express was accredited highly for being the number one provider of best customer services in the United Kingdom. This helped in forming the of the UK’s largest support centers through it acting as a benchmark. In the recent rankings, it was placed at number 7 in terms of social media interaction with its customers. This was a newly ranking achievement and it has been recognized as a channel pioneer in social media area. In the category of the Chat Channel FedEx Express has been ranked at position 8th. This where customers are engaged in the live online interaction with customers. Customers can make its inquiry about issues of concern in immediate response. Also when it comes to email response it was placed on position 15 which according to the time taken to respond to the clients. Due to the shining of the customer services provision in the United Kingdom, its business has been doing well and it has been accredited to inspire other companies to create a vibrant contact center in that country in a bid to improve good customer experience I terms of service delivery. There is what is referred to as a promise that is made by FedEx team members “Purple Promise” which is meant to ensure that superior customer services are daily delivered. Due to these the motto of the members has been “aim to make every FedEx experience outstanding”. Due to the commitment from the FedEx staff, there has been continued fulfilment of customer expectation. This FedEx promise represents employee commitment to taking care of customers, whilst improving employee efficiency. According to the assessment that was done focused on the customer service provision across Chat, email and voice channels all throughout the summer of the year 2013, there were five areas that were identified to be critical when it comes to customer service delivery by FedEx staff. The critical factors included; staff knowledge, ability of the staff to offer a personalized service, timeliness, reliability and ease of use. Up to this year, it has been a continuous success in FedEx in terms of service provision. FedEx has been providing services to top 50 companies in the UK an initiative for customer services has been formed where the largest mystery shopping contact center for customers has been created in which benchmarking activities are carried out. In the mystery shop, there are about 20,000 enquiries that come from most of the leading businesses in UK on customer service operations that cuts across the five chapters. The mystery shopping service is a goal that has been set by the company to help companies measure themselves on issues that are related to customer service delivery and what do the general public think about them. Also, it is from these that they will get to know what provision of a great customer service experience entails. FedEx operations strategy and operations strategy decisions FedEx operations strategy is heavily begged on ensuring that customer service delivery is done in a manner that will bring in more customers. The company has ensured that all the customer service that are given out are superior. They have come out with different initiatives that are meant to ensure that the customers is there priority in the services they deliver. They will always engage the public in a bid to ensure that they understand what the customer needs and the areas that he feels that the company needs to improve. They have come up with various initiatives aimed at ensuring that delivery of customer services is according to their expectations. Due to its focus on customer service delivery, the company has been recognized as the fastest and reliable company for delivery of cargo to over 200 countries in the world. The company has a global ground and air network that enable it to make timely delivery and shipment. This makes it deliver services as defined on the date and time to ensure that the customer gets services that are worth the money paid. It has been recognized to be one of the top 50 companies in terms customer service delivery. The recognition of the companies is done by comparing the level of customer services in various organizations. In the year 2013, FedEx Express was accredited highly for being the number one provider of best customer services in the United Kingdom. This helped in forming the of the UK’s largest support centers through it acting as a benchmark (Hayes et al). It is due to its strategy in ensuring that the company has superior customer services, that it was ranked at the 7th position in terms of social media interaction with its customers. This was a newly ranking achievement and it has been recognized as a channel pioneer in social media area. In the category of the Chat Channel FedEx Express has been ranked at position 8th. This where customers are engaged in the live online interaction with customers. Customers can make its inquiry about issues of concern in immediate response. Also when it comes to email response it was ranked 15th which according to the time taken to respond to the clients. Due to the shining of the customer services provision in the United Kingdom, its business has been doing well and it has been accredited to inspire other companies to create a vibrant contact center in that country in a bid to improve good customer experience I terms of service delivery. There is what is referred to as a promise that is made by FedEx team members “Purple Promise” which is meant to ensure that superior customer services are daily delivered. Due to these the motto of the members has been “aim to make every FedEx experience outstanding”. Due to the commitment from the FedEx staff, there has been continued fulfilment of customer expectation. This FedEx promise represents employee commitment to taking care of customers, whilst improving employee efficiency. All these are some of the indications that the company regards highly customer service delivery in its daily operations. Most of the operations decisions within the firm are skewed towards superior customer service delivery which has made the company to prosper in what it does (Sower et al). FedEX qualifiers and winners and the tradeoffs The company has set out a lot several way that are meant to ensure that its services are doing well. The three factors above are some of the things that will ensure that the company achieves its mission. Tradeoffs Tradeoffs are some the things that will depend the direction the company will take in the long run. Some of the factors that are considered as tradeoffs include; Cost, Quality, Time, and Flexibility. In FedEX there are five areas that were identified to be critical when it comes to customer service delivery by FedEx staff. The critical factors included; staff knowledge, ability of the staff to offer a personalized service, timeliness, reliability and ease of use. All these are related towards ensuring that the company mission is achieve. The above identified factors have corresponded to the factors involved in tradeoffs (Hill). Winners FedEx has concentered in factors that will ensure that its competency level is of high quality. It has set aside strategies that are meant to ensure that more customers are brought on board. An example is where FedEx has been providing services to top 50 companies in the UK an initiative for customer services has been formed where the largest mystery shopping contact center for customers has been created in which benchmarking activities are carried out. In the mystery shop, there are about 20,000 enquiries that come from most of the leading businesses in UK on customer service operations that cuts across the five chapters. The mystery shopping service is a goal that has been set by the company to help companies measure themselves on issues that are related to customer service delivery and what do the general public think about them. All these will enable the company understand what customers need in order to win them over to use their service (Slack & Lewis). Qualifiers FedEx has come up with methods of ensuring that customers are at least getting the basic services in a manner that is according to their standards. This ensures that the customers get all they need at the time that they require it. According to the assessment that was done focused on the customer service provision across Chat, email and voice channels all throughout the summer of the year 2013, there were five areas that were identified to be critical when it comes to customer service delivery by FedEx staff. The critical factors included; staff knowledge, ability of the staff to offer a personalized service, timeliness, reliability and ease of use. Up to this year, it has been a continuous success in FedEx in terms of service provision. FedEx has been providing services to top 50 companies in the UK an initiative for customer services has been formed where the largest mystery shopping contact center for customers has been created in which benchmarking activities are carried out. All this is meant to ensure that everything is being done according to the expected standards with FedEx. The above three factors operational capabilities can be achieved through increasing its presence in the social media and improving its usage in interaction with its customers as it will reduce costs. Use the live chat when handling customers as they will deliver services according to the customer expectation something that will lead to provision of superior services. Finally, the time of response for the email to customers should be reduced to increase reliability and other basic services needed in customer basic needs production. Due to the commitment from the FedEx staff, there has been continued fulfilment of customer expectation. This FedEx promise represents employee commitment to taking care of customers, whilst improving employee efficiency. References Hayes, Robert; Gary Pisano; David Upton; and Steven Wheelwright. Operations, Strategy, and Technology: Pursuing the Competitive Edge. New York: John Wiley & Sons, 2004. Hill, T. J. Manufacturing Strategy—Text and Cases. Burr Ridge; IL: Irwin/ McGraw-Hill, 2000. Slack, N., and M. Lewis. Operations Strategy. Harlow, England, and New York: Prentice Hall, 2002. Sower, Victor E.; Jaideep Motwani; and Michael J. Savoie. “Classics in production and operations management,” International Journal of Operations & Production Management, Vol. 17, no. 1 (1997), pp. 15–28 MergeNetwork. Retrieved from MergeNetwork Website: http://www.mergenetwork.com, 2015. Slack, N. . FedEx Operations Strategy. Harlow, England, and New York: Prentice Hall, 2015. Steven Wheelwright. Operations, Strategy, and Technology: Pursuing the Competitive Edge. New York, 2010. Michael J. Savoie. “ FedEx classics in production and operations management,” International Journal of Operations & Production Management, 2012. Nankervis, A., Compton, R. And Baird, M. Human resource management: Strategies and processes, 5th edn (Melbourne: Thomson), pg. 7-10, 2005. Kandampully, J. Services management: the new paradigm in hospitality, Pearson Hospitality Press, Sydney, pg. 20-23, 2002. Read More