FedEx Service Magnagement and Customer Service Issue Essays

1684 Words 7 Pages
FedEx Service Management Issue: Federal Express, which is commonly known as FedEx, is regarded as America’s largest provider for overnight mail delivery. The company has a huge workforce of nearly 300,000 purple-blooded employees. In addition to having over 600 aircraft, FedEx has complicated models of Boeing and Airbus that transport over 3 million packages on a daily basis. The firm achieves its deliveries through the unique hub and spoke system, which are mainly used to transport packages that are flown from different destinations to its headquarters in Memphis. The transportation and delivery of these packages is characterized with a huge team of employees sorting incoming packages every night through the assistance of an advanced …show more content…
The other main contributor to FedEx’s reputation of excellent customer relationships and service is the fact that its customers can track almost every inch of their packages while on its way to the respective destination. This ability is stimulated by the directive by FedEx’s founder for all employees to treat every package or mail as the last one the company will ever handle. Consequently, customers have not only appreciated the reliability of the company but also recognized the excellent service to an extent they are willing to pay more for FedEx’s services as compared to its competitors. These factors have contributed to the growth and development of FedEx to a Fortune 500 company that generates revenues in excess of $13 billion. In 2008, the esteemed Harris Interactive Reputation QuotientTM (RQ) survey ranked FedEx as the number one company in the customer service category (“FedEx Ranked Highest”, 2008). Based on the survey, FedEx achieved this rank because it worked to make each customer experience outstanding in every interaction point between the company and customers, which was rewarded with consumer trust and confidence. Following its recognition of the significance of reputation and its role in a firm’s operations, FedEx global team members usually strive to develop its reputation through every customer interaction. Actually, the firm has adopted a people-service-profit strategy that focuses on highest professional

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