DHL Express Japan Wins Bronze Stevie® Award for Sales & Customer Service

DHL Express, the world’s leading international express service provider, has achieved a Bronze Stevie® Award for the Customer Service Training Team of the Year - Internal - All Other Industries category in the 18^th annual Stevie Awards for Sales & Customer Service. The award recognizes DHL’s efforts to improve response quality by developing new guidelines and training employees to cope with changing customer profiles.

Tony Khan, President and Representative Director of DHL Express Japan said, “As the market leader in the international express logistics industry, our pursuit of quality customer experience never ends.  We are very proud that our commitment to customer satisfaction has enabled us to win this award.”

The award recognizes DHL’s efforts to improve the team’s quality of response to new customer segments, mainly individual customers. As shipment volumes continue to rise due to cross-border e-commerce, DHL needs to efficiently manage the diversification and complexity of customer inquiries.

Many individual customers do not have the necessary import or export knowledge that corporate customers usually have. The frontline customer service team plays a key role in guiding and advising them. To ensure the customer service team can respond accurately and effectively, team leaders held sharing sessions to facilitate knowledge sharing to help the team understand and anticipate customer requirements. Other initiatives included learning from external specialists and organizing in-house competitions.

As a result, the team received many customer appreciation feedback, and employee satisfaction indicators also improved significantly.

The Stevie Awards for Sales & Customer Service are among the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes nine of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.  Winners were announced during a gala event attended by more than 400 professionals from around the world at the Bellagio in Las Vegas, Nevada on Friday, April 12.