FedEx Express has launched a new dedicated single toll-free customer service hotline in China andhas extended the service to 24 hours a day and 6 days a week, in an effort to provide “the best
customer experience” in the country.Prior to the launch of the single toll-free service number in China, FedEx had been operatingthree different toll-free service numbers covering Northern, Eastern, Central and Southern China.FedEx customer service representatives in the three customer centres in Beijing, Shanghai andGuangzhou will continue to handle incoming calls under the new number.
The new toll-free nationwide service number (800 988 1888) will enable customers, especiallymobile office workers, to dial one number whenever and wherever they are, to reach local FedExcustomer centres for such services as package delivery, tracking and tracing, payments, inquiresand feedback. When dialling the number, customers can also select the automatic voice responsesystem for basic inquiries. This self-service voice system will be operated 24 hours per day. Inaddition, FedEx has also launched a separate service hotline (400 886 1888) for mobile phone users.
“At FedEx, we are always committed to satisfying our customers’ needs,” said Peter Yin, VicePresident, Customer Experience of FedEx Express, Asia Pacific. “Our employees have all pledged tomake every FedEx experience outstanding. The launch of the nationwide single toll-free servicenumber is one of our newest initiatives to deliver that commitment.”
FedEx set up Customer Experience function in the Asia Pacific Division in September 2005 byincorporating the functional groups of customer service, planning and engineering, and servicemarketing, with the support of a team of 600 employees in the region. Leveraging this newlyestablished function and focusing on making every FedEx experience outstanding, FedEx will alsofurther upgrade customer experience for small and medium customers, with the objective of becomingthe leader in customer services in the express delivery industry.
