DHL has launched a new customer service programme in the USA under the name of the “DHLPartnership CARE” (Customer Activation Resolution and Enhancement) programme. The move precedes
next year’s start of a new corporate programme within the Deutsche Post World Net group that willfocus on customer service and quality.DHL said the Partnership CARE programme is designed to identify and tailor solutions toindividual customer needs, and ensure that customers with complex shipping and logistics needs havededicated expertise and support at all stages of their business relationship with DHL. The top aimis to provide direct personal support to help identify and fully address individual customerneeds.
DHL will staff a cross-functional team of specialists in technology integration, billing,customer relations, operations and other areas, to develop shipping and logistics solutionstailored to specific customer needs. The team project manager will act as the single point ofcustomer contact for all service and support issues.
“This industry-leading program will ensure that all DHL customers with specialized needs arecontinually provided with the highest levels of support,” said John Pearson, executive vicepresident, commercial, for DHL USA. “The DHL Partnership CARE Program sets higher standards forcustomer service across the industry as a whole, and provides DHL with a competitive advantage bybringing greater value to our customers,” he added.
At the start of the business relationship, Partnership CARE teams work alongside new customersto perform a detailed needs assessment to ensure every facet of the customer’s shipping andlogistics requirements are met. The team then develops an implementation plan and provides thecustomer with a preview of the process and timeline for execution.
The dedicated DHL team remains engaged with the customer beyond the initial “start-up” process,providing customers with continuing service and support, including:
– Detailed analyses of shipping patterns, to determine the optimal shipping systems and servicesto meet exacting customer requirements
– Matching and tailoring DHL solutions to fit changing customer needs
– Specialized support for customer technology integration needs, service requirements,special shipment handling needs, billing and other unique customer requirements, and
– One single point of contact to streamline communication, ensure timely response and provideeasy access to the full array of DHL’s domestic and international transportation, logistics andshipping solutions
Early beneficiaries of Partnership CARE have included DHL pilot program participants in thefashion, lawn and garden, cosmetic, and electronics industries.
The Partnership CARE program will soon be extended to small and mid-sized DHL businesscustomers with complex shipping needs as part of DHL’s ongoing commitment to providing superiorservice to all customers.
