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Customer Service


If you would ever want an example of appalling customer service have a look at the attached document which records the correspondence of a lost parcel delivery between New Zealand and UK,
The parcel was a 30th Birthday present to my daughter Jessie. It was sent by tracked courier with a six day guaranteed delivery time.
The parcel never arrived.
Over a month however Jessie and I dealt with ten known people and an unknown number of others.
The conversations cover 21 pages of text and represent, I suspect, 40 hours of time. There was a sickening amount of platitudes and double speak from the five separate "Customer Services Team" members.None of whom would acknowlege that the service for which I'd paid had not been honoured.
In a last desperate attempt for these wretched souls to understand what customer service really means I used the following analogy.
"Imagine buying an airline ticket for a flight from the UK to NZ for your daughter's birthday in six days time and when you are almost at your destination the pilot loses his way and lands on an unknown runway. On landing the air crew walk away without taking any further responsibility for getting you to your destination. You plead for their help and are told the contact details of the insurance agent who will handle your claim for a refund!" 
It would have been cheaper and safer for the courier company to pay me for an airline ticket and hand deliver the parcel!  
The only conclusion I could come to was that the courier company did not care.
They even admitted at one stage that the sorting centre in Coventry lost 2% of parcels every day! Given that they processed 500,000 parcels a day it meant they lost 10,000 - staggering!
The ultimate tragedy is that there is isn't a choice for the delivery of parcels in the UK - international deliveries all go through the Coventry sorting centre.
Without personal accountability to the customer it is little wonder that the organisation has no idea of the concept of real customer service.

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