On July 28th, Chinese men's basketball player Guo Ailun posted on Weibo that he had sent medical equipment for treatment through Zhongtong Express, but due to a staff error in filling in the wrong address, the treatment was delayed and he could not be contacted afterwards, nor was there any follow-up action taken.
On July 30th, the official Weibo account of Zhongtong Express stated, "We deeply feel self blame and guilt for the recent express delivery error incident. This error not only caused inconvenience and trouble to Mr. Guo Ailun, but also damaged Zhongtong Express's image and reputation in the public's mind. We deeply apologize for this
Zhongtong Express stated that after investigation, it was found that Guo Ailun's package should have been sent from Shenzhen to Shenyang, but due to a wrong delivery point, the package was mistakenly sent to Xi'an; Prior to this, during the communication and negotiation process between Guo Ailun and the branch customer service, there were inappropriate behaviors such as indifferent attitude, hanging up the phone, and intentionally not answering the phone when dealing with after-sales service at the sending branch. In response to the above errors, Zhongtong Express has urgently processed and sent the package back to Shenyang. The package was delivered on the evening of July 29th. At the same time, with the consent of Guo Ailun, Zhongtong Express apologized at the door and obtained Guo Ailun's understanding.
In response to service issues, Zhongtong Express stated that it will actively reflect and promptly handle:
Firstly, the staff involved will be dealt with seriously and a detailed report will be made on the internal network, using this incident as a typical case to warn all employees to strengthen their service awareness and sense of responsibility.
Secondly, the head office will provide specialized training for service quality management personnel across the entire network and customer service representatives at each branch before August 4th to enhance employees' service awareness and capabilities; The person in charge of the involved branch and customer service personnel will go to the headquarters for learning and return to work after passing the assessment.
Thirdly, Zhongtong Express will conduct a comprehensive self-examination and self correction, further improving and optimizing service processes, information systems, employee training, and other aspects to enhance overall service quality.
It is reported that Zhongtong Express was established in 2016 and is a fast delivery enterprise under the Zhongtong brand. It adopts a flat management model of "central direct sales+branch franchising" and has laid out a nationwide logistics hub and end of pipe franchise network. At the same time, focusing on the new trend of smart logistics, actively exploring the integration of logistics, manufacturing, and service industries around the Internet of Things, big data, cloud computing, and artificial intelligence, providing end-to-end one-stop logistics services for enterprises and individual customers, and committed to building a comprehensive logistics service platform with "technology leadership, data support, talent guarantee, and smart operation".