FedEx Express has always prided itself on its excellent customer service. FedEd Canada President Lisa Lisson is particularly fastidious about the overall customer experience that her company provides. She feels that managing personnel is an important part of customer servicing as the employees themselves must feel empowered and valued before they can take care of customers. Technology is another tool which can be used to empower employees who can now get through analysis of their offerings. However, even with the overwhelming technological support, the human touch must never be ignored by being overtly dependent on technology. There is even a management training programme at the firm called Purple Promise, initiated primarily to imbibe among employees this feeling of servicing the customers.


rs especially those from marketing need to take a hands-on role themselves.


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