DHL selected as finalist for two Stevie Customer Service Awards
- DHL Global Forwarding North America Mystery Shop program selected as Innovation in Customer Service finalist
- Columbia,South Carolina Control Tower and Customer Care team, Best Use of Technology in Customer Service category finalist
MIAMI, Fla. – February 13, 2012: DHL, the world’s leading logistics company, announces its Global Forwarding division has been selected as a finalist in two categories of the Sixth annual Stevie Awards for Sales & Customer Service, the world's premiere business awards. The categories honoring the company's innovative advancements are Best Use of Technology in Customer Service and Innovation in Customer Service.
“At DHL Global Forwarding we strive to provide excellence in customer service which equals real business benefit,” said Jim Underhill, vice president of Customer Care & Lead Logistics Provider Services, North America. “It is a great honor to be a finalist in two categories of such a prestigious award and to have our tireless efforts recognized.”
The Innovation in Customer Service category recognizes new ideas and developments that enable organizations to meet the needs of their customers more effectively, much like the Mystery Shop program launched by DHL Global Forwarding in North America in July 2010. As part of an effort to improve, report, and grade its effectiveness in meeting requirements in rate quotes and customer service, DHL’s Mystery Shop program aims to drive improvements in providing customers with timely and accurate rate quotes.
The program focuses on identifying root causes of incomplete and late rate quotes, and provides results to management as a way to drive performance improvements at all levels of customer service within this process. The program also aims to provide data on competitor performance and procedures where requested.
Additionally, in December 2010 the DHL Global Forwarding Customer Care department and Control Tower in Columbia, South Carolina conducted a workshop with the intention of generating personalized solutions to satisfy clients' needs, which ultimately led to the creation of a web tool that would streamline and simplify important customer information through a single point of entry. The program exemplified effective use of technology in directly improving customer service delivery, and qualified DHL Global Forwarding as a finalist for the Best Use of Technology in Customer Service award.
Judged by leading business professionals basing their decisions on customer service performance by service and solution providers, The Stevie Awards for Sales & Customer Service honor and generate public recognition of the accomplishments of sales, customer service, and call/ contact center professionals on a global scale.
The 2012 winners will be announced at the awards banquet in Las Vegas,Nevada on February 27.
Media Contacts:
DHL Global Forwarding, Americas
Jennifer Pakradooni
Tel: 1-786-264-3684
Email: jennifer.pakradooni@dhl.com
DHL – The Logistics company for the world
DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A global network composed of more than 220 countries and territories and about 275,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management and education.
DHL is part of Deutsche Post DHL. The Group generated revenue of more than 51 billion euros in 2010. For more information: www.dp-dhl.com
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