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Targeting improvements in delivery

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Parcelforce Worldwide is training 500 of its staff as one of a series of measures aimed at improving its customer service.

The company has also reduced automated call handling for customers calling to book a redelivery, who are instead put through to a locally-based agent, and introduced a timed task force that contract customers can speak to if there are issues with urgent deliveries,.

Target response times for email enquiries have been reduced to eight hours from 24. Same day targets are set for 2010, and call centres are now open seven days a week.

Some 500 staff will be trained as part of an initiative to resolve enquiries quickly and effectively.

Nick Landon, sales and marketing Director at Parcelforce Worldwide, said: “We recognise just how important the relationship our people have with customers is and this investment means that we now have one of the most comprehensive customer service offerings in the express delivery market.

“With these new measures, we’re able to identify issues before they occur taking us even closer to meeting our customers’ needs. Great service builds trust which is one of the biggest drivers of retention for our customers.”

Rowan Gormley, founder and chief executive of Naked Wines, said: “Having worked with a number of delivery providers with previous ventures, we’ve hit the nail on the head with Parcelforce Worldwide.

“Customers are bowled over with the speed their wine arrives, and rather than contact us with problems and questions – we frequently get calls and emails saying what a top service it is.”

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