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Customer Service: The New Challenges

Published Wednesday, August 01, 2001

Today, on-time delivery is just the beginning. Philip Aiello is a big believer in customer service. As district automotive manager-Metro New York for United Parcel Service (UPS), Aiello and his team of mechanics, fleet managers and supervisors are responsible for keeping over 1,000 trucks and trailers up and running. Aiello knows that if one of those vehicles breaks down, he has a customer service problem: If packages aren't delivered on time, the customers who paid for them are very unhappy. To keep customer service on his mind at all times, Aiello has a photograph ...

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