TORONTO, Ont.–DHL said it is proud to celebrate awards received by the DHL Express Canada team at the 2014 Customer Service Staff Appreciation Gala and Awards. Organized by the Customer Service Professionals Network, the event honours those who best exemplify an overall superior customer service centre that embraces a balance of people, technology process and procedures. DHL Express Canada is thrilled to have received four awards, in recognition of its dedication to providing the best possible service to customers across Canada and beyond.
The Customer Service Professionals Network Awards received by DHL Express Canada include:
• 2014 Platinum Customer Service Centre Call Centre (Medium Size)
• 2014 Gold Customer Service Trainer – Awarded to Jenifer Maharaj from the CA Customer Service Development Team.
• 2014 Gold Customer Service Representative – Awarded to Nikita Peters from the CA Customer Service Frontline Team.
• 2014 Silver Customer Service Support Team – Awarded to the Quality Assurance Team from the CA Customer Service Development Team
“I am thrilled to congratulate the dedicated team at DHL Express Canada for receiving this important recognition,” said Kerri Evans, Head of Customer Service at DHL Express Canada.
“As an organization, we strategically employ a highly talented workforce, and we draw upon the expertise of our employees to deliver outstanding performance. These awards will only further motivate all of us to continue improving the service we provide to our valued customers every day.”
DHL Express Canada staff works tirelessly to offer customer service quality that exemplifies the DHL global motto: Excellence, simply delivered. Investment by DHL in ensuring a customer service-focused company culture includes the Insanely Customer Centric program, launched in 2014. This company-wide program focuses on staff training and support, process and systems improvements which aim to not only offer short term customer service gains, but will make it easier to respond to customers’ changing needs in the future, said a release.
Recent system improvements, like the deployment of a new workforce management tool controlled by DHL skilled professionals has allowed the company to better forecast, measure and report all metrics stated with DHL’s customer service policies. This detail-oriented approach to customer service, has allowed the company to achieve an accuracy within 1.2% of forecast YTD, raise customer satisfaction and reduce registered complaints, the company said.