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Key to Achieve Customer Relationship Excellence - DHL Express (Hong Kong) Limited

In this knowledge email, we would like to share how  DHL Express (Hong Kong) Limited, the winner of 2015 Customer Relationship Excellence Awards in the category of "Global Support Services of the Year (Logistics)" and "Contact Center of the Year (Logistics – Under 300 Seats)", achieves Customer Relationship Excellence (CRE) Awards.

Adhering to the Insanely Customer Centric Culture, DHL strives to deliver excellent service quality to differentiate ourselves in the industry. Our dedicated Customer Service specialists leverage the KPH Approach –Knowledgeable, Polite and Helpful to create superior customer experience and satisfaction.

Knowledgeable

  • All CS professionals are Certified International Specialists with extensive knowledge on international shipping.

  • Instilled with the “Speed, Can-do, Passion and Right first time” spirit, all CS specialists strive to consistently exceed customer expectations.

  • Take ownership for every customer’s enquiry.

Polite

  • Passionately listen to our customers in every call.

  • Consistently deliver great service quality at all touch points with the customers.

  • Put our customers at the forefront all the time.

Helpful

  • Go the extra mile to deliver WOW experience to our customers.

  • Show our care and passion in every customer interaction.

  • Walk in our customers’ shoes to understand customers’ evolving needs and pro-actively anticipate.

 

DHL Express (Hong Kong) Limited received the trophies and certificates of 2015
 "Global Support Services of the Year (Logistics)" and "Contact Center of the Year (Logistics – Under 300 Seats)"

 

Please click Youtube or Youku to watch their Video Interview

 

Click here for Press Release: English / 中 文

“DHL Express Hong Kong has won the Contact Centre of the Year (Logistics – Under 300 Seats) and the Global Support Services of the Year (Logistics) for sixth and fifth consecutive year respectively. The awards are endorsements of our ‘Insanely Customer Centric Culture’ (ICCC) service philosophy which has been embraced by all employees of DHL Express Hong Kong. We are committed to developing people through comprehensive training and development programs to ensure that each and every employee at our contact center is able to provide exemplary customer service with Knowledge, Politeness and Helpfulness (KPH). The accolades reaffirm DHL’s commitment to being the ‘Provider of Choice’ for its customers and as the leading “Certified International Specialist” in the industry.”

 

Mr. Herbert Vongpusanachai

Senior Vice President & Managing Director, Hong Kong and Macau

DHL Express