DHL EXPRESS WINS AWARD FOR RE-SKILLING INITIATIVES AT BEST CUSTOMER SUPPORT 2023

The company received the Special Award (Re-skilling) for its re-skilling initiatives in Japan to improve customer and employee satisfaction

DHL Express, the world’s leading international express service provider, has received the Special Award (Re-skilling) in this year’s Best Customer Support award, organized by the Japan Institute of Information Technology. To cope with changing customer profiles, DHL Express worked on the production of new guidelines, internal training and competition to further improve the response quality specially tailored to the new customer segments.   

Tony Khan, President and Representative Director of DHL Express Japan said, "Customer experience is one of the most important differentiators for our brand strength. We are pleased that our efforts to enhance our service quality and improve our employees’ skills to respond to changing customer requests are lauded."

The Special award recognizes DHL’s efforts and results as it acquired the skills (re-skilling) to improve the quality of response to new customer segments, mainly individual customers. The company needed to manage the diversification and complexity of customer inquiries due to cross-border e-commerce.

Individual customers do not necessarily have the import/export knowledge that corporate customers (BtoB) usually have. The frontline customer service team is key in guiding and advising them. Therefore, new guidelines were established to ensure the team can respond to the needs of the new customers. Team leaders held sharing sessions to facilitate knowledge sharing to help the team members deliver quality service in a new customer segment. Other initiatives included learning from external specialists via senior internships and implementing in-house competitions.

As a result, the team received many customer appreciation feedback, while employee satisfaction indicators also improved significantly. Employees appreciated the learning and discoveries through the process of these initiatives, and felt that they were contributing to customer satisfaction.

This is the ninth time DHL has received an award from the organization, beginning with the Contact Center Excellence Award in 2007, followed by the Award for Excellence (2011, 2013, 2021, 2022), the Management Contribution Award (2012), the Special Award (2014), and the Encouragement Award (2015).

The award ceremony will be held on September 14, 2023 at the 26th Annual Customer Support Symposium in Minato-ku, Tokyo. Companies, including insurance, communication service companies and DHL Japan, are scheduled to receive awards at the event.