DHL Express says “Yes to Excellence” during international Customer Service Week

Customer Service Week is being celebrated by many companies and organizations across the world from October 6 – 10. DHL, the world leader in international express delivery, has engaged its team of over 8,000 customer service professionals worldwide in promoting service excellence within the international express industry during this special week of recognition and celebration. Under this year’s tagline of ‘Say Yes to Excellence,’ DHL customer service teams across the world will participate in the event to raise awareness of customer needs and highlight the important role of customer service in driving an ‘Insanely Customer Centric Culture’. It is this mindset that has helped DHL to achieve over 121 external awards for customer service excellence in more than 40 countries to date in 2014.

In The Philippines, the team will hold cross-functional activities that aim to provide hands-on experience of each job role and responsibilities and highlight how different functions or departments demonstrate our commitment to deliver best-in-class Customer Service. Teambuilding activities will also be incorporated to further enhance teamwork and communication. Other activities such as Insanely Customer Centric Culture Award and “Say Yes to Excellence” Board are an opportunity to give recognition and thank Customer Service Agents for their commendable passion and care for our customers.

“DHL Express has invested millions in a world-class global network, with modern, efficient aircraft, state-of-the-art shipment sorting facilities and a fleet of over 30,000 vehicles. However, these investments would be meaningless if our employees were not motivated to provide great service,” said Yati Abdullah, DHL Express Philippines Country Manager. “Customer Service Week gives us a wonderful opportunity to promote the single most important differentiator in our industry both internally and externally. As a network business operating in over 220 countries and territories worldwide, we rely on every single employee, to be knowledgeable, polite and helpful. . Customer Service Week allows us to raise awareness of this crucial business function and also to celebrate our successes in exceeding customer expectations.”

Founded by the International Customer Service Association in 1984, Customer Service Week is an international initiative that invites businesses to recognize the achievements and efforts of their customer-facing employees and to demonstrate their passion for customers.

One of the cornerstones of DHL’s focus on service excellence has been the company’s Certified International Specialist (CIS) program. The program has seen over 100 000 employees trained in the fundamentals of international shipping and service quality. CIS has been a major factor in driving up both employee and customer loyalty. Since its launch in 2010, employee engagement, as measured in an independent third-party survey of staff, has increased by eleven percentage points. – DHL ranked as ‘best of breed’ in the international express delivery industry for booking, general enquiries and complaint handling in its annual customer interaction survey, also conducted by an independent research company. Overall, DHL has received external recognition for industry-leading solutions and service excellence with over 121 awards in more than 40 countries across all categories in 2014.

DHL trains over 35,000 employees in Asia Pacific

DHL Express, the world’s leading cross-border express services provider, has put over 100,000 employees globally through the foundation course of its award-winning specialized global training program. A hundred percent of its 35,000 Asia Pacific employees have qualified as DHL Certified International Specialists, raising the company’s benchmark of excellence.

The CIS program has scooped numerous international awards for its global scale and tangible results, measured through positive impact on employee engagement. Last year, it won the Distinction in Leadership award in conjunction with learning design partner NKD Learning at the UK’s HR Distinction Awards 2013. In 2012, CIS was recognized with a gold and two silver awards at the Brandon Hall Group Excellence Awards and a gold and a silver at the Training Journal Awards held in London.

Jerry Hsu, CEO, DHL Express Asia Pacific, said: “DHL’s Certified International Specialist (CIS) program defines how we can be the best we can be and how every one of us can find a way from being good to great. It has played a major role in increasing employee engagement. In DHL, we track employee satisfaction through Employee Opinion Surveys and our engagement scores increased from 59% to 87% between 2009 and 2013 in Asia Pacific. The survey also registered an increase from 66% to 90% over the same period in employee learning and development. The results have improved across all aspects for the fourth year in a row.”

Launched in 2010, DHL’s CIS program, which has been translated into eight local languages in Asia Pacific, is designed to engage and inspire all employees to deliver world-class service quality and customer loyalty, and create a more profitable business. Training on the fundamentals of international shipping ensures that every employee, regardless of their role in the company, is equipped to consult customers on successful cross-border delivery.

Every employee in Asia Pacific has completed the foundation level to become Certified International Specialists. They have also completed modules on security and cross-functional training covering business essentials such as Customer Loyalty and Products. Over 2,400 managers and supervisors have qualified at the most advanced level, to become Certified International Managers.

In the Philippines, 463 employees and 115 contractors have undergone the foundation course. Over 55 have qualified as Certified International Managers.

DHL’s investment in its employees and focus on functional excellence – as well as continued investment in infrastructure – has reaped rewards both in external recognition and in new business. In 2013, DHL collected 146 external honors in Asia Pacific across a range of functions, including HR, Marketing and Customer Service. These made up more than half of the awards won by DHL Express in all continents last year.

DHL Express was recognized as ‘Express Company of the Year’ in at least eight countries, including China and Hong Kong in 2013. It was named ‘Best Express Operator’ at the Asian Freight & Supply Chain Awards in May 2013. It was also awarded the title of ‘Best Employer’ in Asia Pacific by Aon Hewitt, a global leader in human resource consulting and outsourcing solutions.

DHL Express, ECOGLOBAL Foundation partners to safely recycle used

Shown in photo (from L to R): Philippe Saubier, Managing Director, ECOGLOBAL Foundation; Jean-Philippe Henry, Chairman of the Board, ECOGLOBAL Foundation; Nurhayati Abdullah, Country Manager, DHL Express Philippines; and Gavin Conboy, Senior Director of Operations, DHL Express Philippines.

DHL Express, the world’s leading express service provider, and ECOGLOBAL Foundation sign an agreement to safely recycle used lead-acid batteries.  Under the partnership, DHL will store all its used lead batteries in acid proof containers that ECOGLOBAL will provide.  The containers will then be collected and properly recycled.

 “DHL is committed to this partnership because we are aware that used batteries are serious pollutants.”  said Nurhayati Abdullah, DHL Express Philippines Country Manager.  The partnership with ECOGLOBAL is line with one of DHL’s 3 focal points of its corporate responsibility programs, namely, GoGreen (environment protection), GoGreen (protecting the environment), GoHelp (delivering help) and GoTeach (championing education).