TOKYO, September 11, 2015 – FedEx Express (FedEx) was presented with the award for Best Customer Support of the Year 2015 at a ceremony hosted by the Japan Institute of Information Technology (JIIT) at the Tokyo Prince Hotel on Thursday, September 10.
In applying for the award, FedEx shared its successful customer service and human resource development initiatives, as well as its employee management practices. In evaluating the company’s efforts, the JIIT lauded FedEx. “Its high-level objectives, such as enhancement of customer engagement through measures including increased focus on quality, a more sensitive response to customers’ feelings, and evaluating customer responses by recording conversations are impressively advanced. In addition, its employee promotion and incentive systems help increase motivation, contributing to success. FedEx introduces a customer service approach that employs psychology, promotes courtesy and flexibility with a human touch, and a sense of security.”
At the award ceremony, Malcolm Sullivan, vice president of APAC Brand, Communications & Customer Engagement, FedEx Express, said, “I feel greatly honored and proud that FedEx has been so highly evaluated. To respond to changes in the market and provide services that further engage with customers, FedEx is proceeding with the construction of innovative customer contact centers. We aim to offer services that satisfy customers in all kinds of situations, and we will continue to strive to make every customer experience outstanding.”
About the Best Customer Support of the Year award
The Japan Institute of Information Technology established these awards in May 1998, with the aim of promoting increased productivity and developing effective management systems in the area of customer support for Japanese businesses and organizations. For more information, visit http://www.jiit.or.jp/cc/index.html (Japanese language only).