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FedEx Kinko's: Your Employees Need You
This week I've seen the inside of FedEx Kinko's more times than I would have liked. The reason being is I needed to print labels for a large mailing but first needed to do a mail merge from an Excel spreadsheet. Not being well-versed in Excel, I assumed the people who do print for a living would surely know how it's done. They must get this request regulary, I thought.
To my surprise (and dismay) no one at any of the three stores in town knew how to do a mail merge, which resulted in me spending hours behind the counter trying to figure it out with the employees. One man has worked at one of the stores for seven years and still hasn't yet learned this service.
Seems like FedEx Kinko's is caught up in a corporate caste system where training for customer service folks has been neglected. I picture the managers at FedEx Kinko's in their ivory towers paying no attention to the fact that their front-line employees--the face to their customers-- aren't meeting their simple needs.
Maybe it's time for management there to come down from the balcony to the floors of their stores to find out what's really going on.
As for my large mailing, I'm going to Alphagraphics today to get that done.
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