|
A Bad Customer Service Experience
Last week, I had a terrible experience with Federal Express. A new client of ours needed some equipment and needed it fast. We placed the order and shipped it FedEx Standard Overnight. I thought for sure, I was in good hands. By 3:00 the next afternoon, the packages hadn't arrived yet. I jumped on the internet, tracking numbers in hand and looked up the status of my shipment. That's were my troubles began.
On Their Web Site
The web site had some good detail about my package, but it was a bit cryptic. There was an entry showing that the packages were picked up from the supplier the day before. Another entry indicated they were received at the FedEx warehouse and a they arrived at a shipping facility near the final destination sometime during the previous night.
What was missing from the web site was an explanation of what the entries should have read. Clearly, something was wrong because the package wasn't at it's final destination. I looked over the tracking pages but there was nothing there telling me what entries should have been there. Not a big deal, but frustrating because it didn't tell me anything I didn't already know.
On the Phone With Customer Support
Step 2 was to call customer support. I got the typical phone menu and was informed that there was a 10 minute wait to speak with a representative. I tried the automated options. But when I entered the tracking numbers, a prerecorded voice informed me that the phone system didn't have the latest information and I should try the web site for a more up-to-date status. Having already done that, I had no choice but to wait for a representative.
Exactly 10 minutes later, I was on the phone with the call center in Tennessee and they confirmed what I already knew, that the package had not been delivered. What they couldn't tell me was where the package was and when my client could expect it. When I asked them if every package was scanned as it was moved from the warehouse to the truck, I was told they were. But that information was kept at the shipping facility and the service center wouldn't have access to it for another 24 hours. When I asked them to call the shipping facility, I was told they weren't allowed to do that. They informed me that they would track down my packages and have them delivered by 3:00 the next day.
What happened with the rest of the order isn't important from a technology perspective, but it was a customer service nightmare. Eventually, my packages were found and delivered to the final destination, without so much as an apology for being late. FedEx did say they would strive to provide better service next time, which is going to be difficult being that next time will probably be with another carrier.
How It All Fell Apart
What was most frustrating was the way the information about my shipment was disseminated. Being able to track my order on their web site is nice, but it didn't add any value. I already know if my shipment is in transit or if it's been delivered. If the packages have been received, they're delivered. If they haven't been received, they're in transit. Sure, it was nice to know they made it to the shipping location the night before, but that didn't help me at all once it became clear my packages were MIA.
The phone system was equally frustrating. There's no reason why one customer service system should have information more current than any other system. If the web site knows the up-to-date status of a shipment, the phone system should as well.
But the most frustrating item was when the customer service rep told me that every package was scanned and tracked, like FedEx promises, but that the information is kept to the shipping facility and not available to customer service (and therefore not available to customers) for 24 hours. When we ship a package overnight, we need it there the next day. To be told that not only do they not know where the package is, but that they won't have any new information until the following day is unacceptable. It makes me wonder how effective FedEx's technology infrastructure really is.
Lessons Learned
Look at your own operations. Where are the pitfalls? Do your clients have access to better information than your own service reps or sales people? Do you have access to valuable information that you're not sharing with your clients? And most importantly, when it comes down to the wire, can you really support the impressions and promises that you are making. That's where customers are lost or won.
|
