Learn customer service from FedEx

Author: (USA) Basch (Basch/M.D.) / Zhang Li
Publisher:
Publish Date: 2005-04-01
Features: Michael Basch was a key member in the early days of FedEx and infused extraordinary dedication into customer service. — Fred Smith, CEO and Founder of FedEx
In the book "Learn Customer Service from FedEx," Basch will tell you the key factors to gain customer loyalty. — Jim Barksdale, Former CEO of Netscape, Partner of Barksdale Group
In the book "Learn Customer Service from FedEx," Michael Basch clearly and concisely outlines the paths for both large and small companies to achieve success through customer service. Buy this book, read this book, and apply its tools and methods—you will create a new realm. — Roger Frock, Former General Manager of FedEx
The author of this book is the founder of a great enterprise. He is both the storyteller and the eyewitness of the stories in the book. By reading this book, you will gain valuable insights into customer communication and achieve even greater success. Your business depends on people, and customers are your most valuable asset! — Frances Hauck, President and CEO of Hauck Communications
Michael Basch's methods are simple yet powerful. I apply these tools to my customers every day and also in my company. Now, I am applying them to training courses. This book is the core of this training program because it not only provides theory but also offers practical ways to turn theory into reality through numerous detailed case studies. — Ravi Dangal, CEO of Performance Development Strategies
In today's highly homogenized product market, service has become the key factor determining competitive success. The quality of service directly impacts a company's survival and development. Now, almost all businesses prioritize improving customer service as the top priority for sustainable growth. How to create an excellent customer service system is a critical issue that every company must seriously consider.
FedEx, a world-class enterprise renowned for its customer service, is a leader in the express delivery industry and has been ranked on the "World's Most Respected Companies" list by Fortune magazine for three consecutive years. At FedEx, the concept of customer service is not just a slogan but is implemented in every employee's activities through a meticulously designed customer service system. Today, FedEx's customer service has become a model for other businesses worldwide to learn from. In recent years, countless business professionals from around the world have visited FedEx's operational centers to explore the secrets of this logistics giant's customer service firsthand.
The author of this book, Michael Basch, was the Senior Vice President in charge of sales and customer service at FedEx and the creator of its customer service culture and system. Through his extensive firsthand insights, he provides an in-depth analysis of FedEx's customer service culture and system, summarizing customer service principles that can be applied to any organization. What makes this even more valuable is that the author not only offers widely applicable customer service theories but also provides practical examples to turn theory into action.