DHL Express France has gained the prestigious award “Elected Customer Service of the Year 2009” inthe parcel express category emphasising the company’s customer service performance.
Organised for the second consecutive year by the French consulting company Viséo Conseil andcarried out in cooperation with the French Institute of Public Opinion (IFOP), the competition forelection of the customer service of the year is based on 160 mystery shopper tests performedbetween May and June 2008. The customer service of DHL Express France was assessed on the basis of9-17 criteria focusing on relationships, availability, quality of answers and human quality.
CEO of DHL International Express, Florence Noblot, said: “This recognition confirms ourcommitment to give a constantly better quality to our customers. This reward also reflects theprofessionalism and the commitment of our customer service representatives. We particularly placeemphasis on recruitment, training and development of our customer service in order to continuouslyoffer a quality service.”
At its locations in Saint-Denis and Lyons, DHL Express has a total of 240 customer servicerepresentatives dealing with 7,500 calls per day and providing information on services, taking careof requests about lost parcels and managing the monitoring of the parcels. Customer servicerepresentatives are trained on a regular basis and every 2-3 months a workshop for improvement isorganised.
According to DHL, the company invested nearly €1 million on high-tech computer systems andnetwork telecommunications for its customer service in 2008 and plans to invest as much in 2009.
