Shanghai, September 7, 2006 - FedEx Express, a subsidiary of FedEx Corp. (NYSE: FDX) and the world’s largest express transportation company, today announced the launch of a new and dedicated single toll-free customer service hotline (800 988 1888) in China and has 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 has been operating three customer centers in Beijing, Shanghai and Guangzhou, since 1998, with three different toll-free service numbers covering Northern, Eastern, Central and Southern China. Now the nationwide service number will enable customers, especially mobile office workers, to dial one number whenever and wherever they are, to reach local FedEx customer centers for such services as package delivery, tracking and tracing, payments, inquires and feedbacks. In addition, FedEx has also launched a separate service hotline (400 886 1888) for mobile phone users.
The new toll-free service number will be operated 24 hours a day and 6 days a week, which is manned by 200 FedEx customer service representatives from the three customer centers in China. When dialing the number, customers can also select the automatic voice response system for basic inquiries. This self-service voice system will be operated 24 hours per day.
“At FedEx, we are always committed to satisfying our customers’ needs,” said Peter Yin, Vice President, Customer Experience of FedEx Express, Asia Pacific. “Our employees have all pledged to make every FedEx experience outstanding. The launch of the nationwide single toll-free service number is one of our newest initiatives to deliver that commitment.”
FedEx set up Customer Experience function in the Asia Pacific Division in September 2005 by incorporating the functional groups of customer service, planning and engineering, and service marketing, with the support of a team of 600 employees in the region. Leveraging this newly established function and focusing on making every FedEx experience outstanding, FedEx will also further upgrade customer experience for small and medium customers, with the objective of becoming the leader in customer services in the express delivery industry.
About FedEx Express
FedEx Express is the world’s largest express transportation company, providing fast and reliable delivery to every U.S. address and to more than 220 countries and territories. FedEx Express uses a global air-and-ground network to speed delivery of time-sensitive shipments, usually in one to two business days1 with the delivery time guaranteed2.
1 Based on local time
2 Subject to relevant conditions and regulations