Why @FedExLaShelia is a customer service hero.
Back in September, I wrote a post entitled "How FedEx Kinkos Swiftly and Irrevocably Lost My Business." I had a bad experience at the local FedEx Office location and, with no opportunity for recourse, I told the world about it. The post received nearly 600 hits, which is impressive considering I rarely blog on this platform.
One of the points that I made in the original post was that FedEx had zero brand presence on Twitter. With a brand that size, the least I felt they should have done was taken the time to secure their usernames and URLs, but the @FedEx name had already been brandjacked. Therein lied part of the problem.
I was digging through the blog last night and I found the story. Considering it a parable for customer service, I scheduled the link to be reposted to Twitter this morning.
Lo and behold, this afternoon, I received the following message in my Mentions.
@FedExLaShelia, you are a hero. Single-handedly, you've helped restore some of my faith in the FedEx brand. I recognize that you're just doing your job, but showing me that the company has recognized the importance of listening and responding to customer service issues makes me feel a little fuzzy inside.
That said, I still won't return to the local store in which I had problems.
