DHL Express Australia
DHL Express Australia has been selected as an ABA100® Winner for Service Excellence in The Australian Business Awards 2023. The Australian Business Award for Service Excellence [CSX] recognises organisations that have successfully implemented initiatives that demonstrate leadership and commitment to customer service excellence.
“I am incredibly proud of our award-winning customer service team, and their commitment to our customers and continuous improvement. DHL Express’ customer centric approach enabled us to maintain and improve our service quality levels in 2023, which internally is set by a series of rigorous quality standards KPIs, including answering more than 90% of inbound calls within 10 seconds. Our high standard of knowledgeable, Polite and Helpful customer service have been a key differentiator between us and competitors and this recognition is a true testament of the incredible teamwork and contributions from our dedicated employees.”
DHL Express Australia provides international express services to more than 220 countries worldwide. DHL’s solutions are powered by trade, logistics and the drive and passion of their employees. In their role as an international express service provider, DHL believes they have the power to make a significant global difference, delivering meaningful shipments across the globe – from urgent business materials to crucial life-saving medicines and charitable donations.
Great Service Quality is an essential pillar of DHL’s FOCUS Strategy, along with Motivated People, Loyal Customers and Profitable Network. DHL employs a range of tools to help drive service quality, including their continuous improvement approach, ‘First Choice’ and ‘Insanely Customer Centric Culture’ program. As such, DHL strongly focuses on customer service quality and aims to drive a customer-centric culture across the business.
Across departments, DHL implemented their ‘Customer First’ initiative to instil Customer Service practices as the benchmark for interacting with customers. This program ensures customers receive the same level of professionalism, KPH – Knowledgeable, Polite and Helpful service no matter with whom they interact. In Customer Service, DHL’s Empowerment Process allows team members to send flowers, gift cards, a refund or a free-of-charge shipment if they feel they have let a customer down. To measure the success of this program, DHL have Quality Monitoring across all telephone touchpoints, with calls randomly selected and scored against weighted criteria for each team member monthly.
In 2020, as the pandemic unfolded across the globe, DHL’s team faced many challenges. With international borders shut and commercial aircraft grounded, they quickly worked to bolster their fleet of freighters into and out of Australia to keep business moving. However, increasing demand to move shipments of PPE and then consumer online shopping inevitably meant increased calls to Customer Service. With their usual Customer Service KPIs impacted, DHL focused on the quality of customer interactions. DHL sought to alleviate the stress that advisors were experiencing due to the mounting call volumes by turning off the visibility of incoming tasks and focusing on supplying them with the critical information they needed to keep customers updated.
DHL recognize all they have learned in the last two years, like ensuring their people’s voices are heard and working together ‘AsOne” to remain a market leader. Overall, DHL’s achievements result from employing a range of quality-focused programs and their team’s ‘AsOne’ approach to collaboration and commitment to delivering excellent customer service.
For information about DHL Express Australia, visit dhl.com