JD Courier Helps Customer to Make Mission Impossible Possible

JD Courier Helps Customer to Make Mission Impossible Possible

by Ling Cao

On July 22nd noon, Keci Ning, a JD courier who is responsible for JD Luxury Express,the white glove delivery service in Beijing, picked up an unknown call from a customer who was anxiously asking JD to help him hand deliver a very important file from Beijing to a recipient in Zhuhai, Guangdong province. He said, “I desperately need someone to help me. I’m willing to cover the airplane tickets, meal and delivery fee, and many delivery companies rejected me.”

It’s over 2,000 kilometers between the two cities. Ning had never received such kind of a request and the task is beyond his normal duty. Touched by the customer’s anxiety, however, he quickly coordinated internally to make it happen. After five minutes, he called the customer back with the good news that JD can help him deliver this parcel, and has made special arrangements to make sure it arrives on time.

Ning picked up the parcel from the customer immediately and booked the earliest flight out that day, 4:00 pm. Once he landed, Ning called a taxi from the airport in Zhuhai to the delivery destination, ultimately delivering the parcel at 8:30 pm that same night.

“Thank you very much! I will only use JD to send parcels going forward. Your service is fast and great!” said the customer.

Smiling, Ning said, “I was excited during the journey. It’s not just because the experience is special, but more importantly, I helped the customer solve a problem when he was really in need.”

A representative from JD Express North Region said, “We appreciate customers’ trust in us. We will continue to provide high quality service to our customers, becoming a long-term and trustworthy partner for them.”

 

(ling.cao@jd.com)

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