DPD - 1) Get your drivers to deliver a few less parcels each and fine them for every delivery that goes wrong. 2) Have a maximum wait on your customer services of 5 mins (and that is too long) 3) Employ people in Customer Services who respect the customers and genuinely want to help. Adopt a customer satisfaction with staff after the call. 4) Insist that all supervisors give their name and sack any that are rude and confrontational with the customers. 5) Employ Customer Services staff who can actually listen and comprehend. 6) Sack the delusional fool who devised the pre-recorded message about callers behaviour which is just infuriating, insulting and guaranteed to further annoy the caller. Instead of this just concentrate on getting your staff to be less abusive and confrontational! 7) Try and respect every customer and their possessions as if it was yours. 8) When things go wrong, be accountable and sort them out quickly and efficiently with compensation. 9) Address your culture of dishonesty and fraud. 10) Provide the service that you advertise and publish your track record of first time deliveries on time against failures. If you find the above just too much for your inept management then just pack it in and stop pretending !!