DHL says "Yes to Excellence"

CEBU, Philippines - 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 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 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. (FREEMAN)