Positive story # 14

Customer Service:

When ever a package delivery is not done to premises, a card should be left at the door stating the airway bill number and courier officer�s name and mobile number

It can ensure prompt delivery .As the consignee can directly contact with the courier person instead of calling office and result in further delays. Hence achieving an excellent service providers and also fulfils the purpose of the sending document through courier mode

SMS: It would save our telephone bills as we could send SMS messages to the consignee (Costing .21 fils per message) where as if we call the customers:

� Increase in phone bills (minimum of .75 fils maximum it can go till 1.5 dirham above 3 minutes )
� Customer services lines would be busy and result in other customers to wait for long for their quires to be solved
� The customer can always now it�s a courier package for him in this company or else the customer will not be aware , why he had been given a call in the offices

Emails: when ever a new account is opened, it�s always better to give email ID of the CS or the pick up coordinator to co ordinates as it�s more cost effective and time saving tool.

We have to ensure email is not left unattended

Sales:

The courier person can always interact with the consignee and collect visiting card for developing business opportunities and a nominal amount can be given to that particular courier as an encouragement for finding better business on field

Positive story:

1) 241864162- airway bill number

This is regarding a shipment which was given by Mr. Kazmi (G.M Galadari Automobiles Dubai) on July 19 2006 .Actually the documents were original visas which had to be held in the Karachi office. Mr. Kazmi wanted the shipment to go safe and sound and was very particular about the time frame of the delivery as his family was arriving in Dubai.
I made pre alert to Pakistan Operations and the CSD and kept him posted .I asked me my mobile number and was constantly in touch with me

The shipment reached on time and was held at the office and I instructed the CSD staff to personally call the consignee on the cell and inform about the shipment.

And due to this value added service which TCS had offered him. Mr. Kazmi has sent his card by his driver on my attention and as offered for giving there business to our company.

I would be visiting him shortly on my day off.

Syed Saeed Shah saeed@tcsuae.com Customer Services