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December 27, 2013
Delivering the Word on Empathy to UPS
We don't want to add to the pressures on UPS during this busy holiday delivery season, but, geez, there's something the delivery company, or any organization, needs to recognize about employee training: It's got to be presented, above all, with empathy, walking in another's shoes — in a corporate context, the customer's shoes. Why are we going on about this? Because why would a UPS driver think it would be a good idea to leave a customer's package — it turned out to be a new Android tablet — in a neighbor's trash can, even if that was a "protective" place — until the trashman came.

Come on, guys. "I was crying all night," the mother involved told Fox 2. "I saved for months to get that for my daughter." Sure she was crying, and UPS gave her a bit of a runaround over the incident to boot. What is it about corporate America when something like this happens? It's just not present in its customers lives. What are the odds that UPS' employee training is changing as a result? Not great, we fear.

Okay, you might say the "customer" in this instance was the Android's shipper, not the mother, but you'd be wrong. They're both the customers. If that poses an "extra" burden for UPS, that's the business it's in. It connects shippers and receivers effectively, or is supposed to.    

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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