Asia Pacific (English)

FedEx Hong Kong Sweeps Two Awards For Customer Relationship Excellence

HONG KONG, June 26, 2012—FedEx customers in Hong Kong can be assured they are receiving the best service from FedEx Express (FedEx), a subsidiary of FedEx Corp. (NYSE:FDX) and one of the world’s largest express transportation companies. FedEx was named “Best Customer Experience Management of the Year (Logistics)” and “Contact Center of the Year (under 250 seats)” at the Customer Relationship Excellence (CRE) Awards 2011.

Already in its 10th year, the CRE Awards recognize leadership and innovation in customer centric service among companies and professionals. It is organized by the Asia Pacific Customer Service Consortium (APCSC).

“Our Purple Promise of making every customer experience outstanding has always been the badge of confidence for our customers,” said David L Cunningham Jr., president, FedEx Asia Pacific. “FedEx goes above and beyond to provide the best experience for our customers through all levels of the value chain, from our customer service representatives who take the orders, to our couriers who pick up and deliver the packages, to our behind-the-scenes employees who ensure customers’ shipments arrive on time every time. The two awards is a true recognition of their commitment.”

Lily Tay, managing director of FedEx Customer Operations, said, “These awards are testament to the quality of our customer contact centers which deliver best practices and business performance through our training, management and investments. We strive for innovative ways to advance and excel our service quality to ensure that the best solutions are available to FedEx customers in a timely manner.

“The Customer Relationship Excellence Awards recognize FedEx Hong Kong customer contact center for providing a superior service to FedEx customers, as well as a high quality service environment in which customers are supported. We are proud to be consistently recognized at the top of customer service rankings.”

The FedEx customer service operation was assessed through a rigorous process that included panel presentations, site visits, mystery calling and public voting, and was proven to adhere to APCSC’s customer service quality standard.

“Best Customer Experience Management of the Year” recognizes companies that consistently provide interactive and friendly customer service through face-to-face and different touch points to create excellent customer experience. It also recognizes the employees’ service encounter, service culture, team spirit, product knowledge, and customer service best practices.

“Contact Center of the Year” recognizes contact centers that utilize innovative methods, metrics and ideas to provide quality support to their customers with strong business performance. It also recognizes internal management of the contact center, creative staff incentive programs and telemarketing strategies.

Asia Pacific Customer Service Consortium (APCSC) aims to promote service quality and customer relationship excellence in international cities across Asia Pacific region, and to recognize and reward companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.