UPSThis time is it UPS with the customer satisfaction problem. Just a few days after FedEx had a delivery fiasco go viral on Youtube, UPS was caught in a similar situation. While not as extreme as the FedEx error, the driver was quite intentional in his action.

The UPS delivery man gave the camera that was recording him the ‘third finger salute’ and then threw the box on the customer’s doorstep. The box appears to be from Zappos. It is possible that the contents were shoes or clothing which were not likely to break but Zappos does sell accessories which might be damaged.  Here’s the video which has been seen 115,000 on Youtube) though other sites also are showing the video so the extent if the reach is unknown.

On one of the Youtube videos of the same incident, there is a comment that this is not the normal driver, just a helper hired in the Christmas rush. From a customer perspective, that doesn’t mean much. If you are working for UPS, even as part time help, you are a UPS employee. You represent the company to the consumer.

A video response from UPS was not available when this post was written but in the comment section of one of the Youtube instances where this video above was posted, a UPS employee from their Public Relations department provided this commentary:

“I agree, the UPS employee’s behavior in this video is unacceptable. My name is Debbie Curtis-Magley and I’m with the UPS Public Relations team. Ryan with our Customer Service team spoke with the customer earlier this week to discuss the issue. Please know that mistreating a customer or their package is not tolerated under any circumstance at UPS. We value the trust our customers extend to us and UPSers take pride in delivering great service.”

Contrast this with the FedEx apology. This one is lame!

1. No executive response   A Public Relations representative responded.

2. No apology to the public.

3. UPS tells us that they have satisfied the customer.

4. UPS tells us that they have a culture of treating customers and their packages well.

5. They speak in the 3rd person, rather than directly to the audience.

6. There is no indication of what UPS will do to avoid this problem in the future.

7. The status of the employee is not given. This employee might still be a driver for the company.

8. The response is buried in a comment section of a Youtube video.

Note. The video instance where this comment was posted has been removed from Youtube. The current version shown in this post has no apology from UPS in it.

What is your opinion?

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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