DHL Express Australia provides international express services to more than 220 countries worldwide. Our solutions are powered by trade, logistics and the drive and passion of our employees.
Each and every day, we strive to both connect people and improve lives. Through our role as an international express service provider, we have the potential 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 our FOCUS Strategy, along with Motivated People, Loyal Customers and Profitable Network. As such, we have a strong focus on customer service quality and aim to drive an insanely customer centric culture across the business.
We employ a range of tools to help us drive service quality, including our continuous improvement approach ‘First Choice’ and ‘Insanely Customer Centric Culture’ program.
Across departments, we implemented our ‘Customer First’ initiative to instill Customer Service practices as the benchmark for interacting with our customers. This program ensures customers are receiving the same level of professionalism, KPH – Knowledgeable, Polite and Helpful service no matter who they are interacting with. To measure the success of this program we have Quality Monitoring across all our telephone touchpoints, with calls randomly selected and scored against weighted criteria for each team member monthly.
Our pillar of Motivated People has been more than rhetoric, with the company investing significantly in its most valuable resource – its people – through a training and cultural platform known as the Certified International Specialist (CIS) program. This program, along with other unique best-in-class employee engagement initiatives, have fueled the FOCUS business plan and will continue to be a key reason for the future growth and success of the company through to 2025 and beyond.
In Customer Service, our Empowerment Process allows our team members to send flowers, gift cards, a refund or a free of charge shipment if they feel we have let a customer down, enabling our people to make their own decisions to delight a customer.
In 2020, as the pandemic unfolded across the globe, our team was faced with a number of challenges. With international borders shut and commercial aircraft grounded, we quickly worked to bolster our fleet of freighters into and out of Australia to keep business moving. However, increasing demand to firstly move shipments of PPE, and then consumer online shopping, inevitably meant an increase in calls to Customer Service.
With our usual Customer Service KPIs impacted, we chose to focus on the quality of the customer interaction. We sought to alleviate the stress our advisors were experiencing due to the mounting calls by turning off visibility of the volume of incoming tasks, and supported them with as much information as possible regarding delays and actions occurring in our global network.
Our success in the Customer Service Department has not happened by chance. While we have employed a range of quality focused programs, our achievements would simply not have been possible without our team’s ‘AsOne’ approach to collaboration, and their unwavering loyalty, professionalism and commitment to delivering excellent customer service for our customers.