MIAMI--(BUSINESS WIRE)--DHL Global Forwarding, the air and ocean freight specialist within Deutsche Post DHL, announces its U.S. Customer Service team has been selected as the Silver winner of the 8th Annual Stevie® Awards for Sales & Customer Service for Innovation in Customer Service. The category honoring DHL Global Forwarding recognizes new ideas and developments within customer service that enabled the organization to meet the needs of its customers more effectively.
“DHL’s U.S. Customer Service team established a number of initiatives to manage the internal complaint handling process, from instituting key points of contact, trainings, dashboards to track progress, workshops and campaigns,” said Jim Underhill, vice president, Customer Service U.S. “Thanks to these initiatives, a cultural shift within DHL Global Forwarding has taken place where complaints are viewed as growth opportunities and customers have expressed positive feedback.”
The U.S. DHL Global Forwarding team was recognized for its unified approach to systems that improve its complaint handling process both internally and externally. Internally several mechanisms have been implemented to report, track and resolve complaints. Externally, processes are in place to share resolutions and improvements proactively with customers.
The Silver Stevie® Award was accepted by DHL Global Forwarding Feb. 21 at the awards banquet and ceremony at the Bellagio Las Vegas Hotel in Las Vegas, Nevada.
In 2013, DHL Global Forwarding was selected as the Gold Stevie® Award Winner for Customer Service Training Team of the Year. In 2012, the company won a Bronze Stevie® Award at the 6th Annual Stevie Awards for Sales & Customer Service in the Best Use of Technology in Customer Service and Innovation in Customer Service categories.
DHL – The Logistics company for the world
DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers. A global network composed of more than 220 countries and territories and about 285,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting environmental protection, disaster management and education.
DHL is part of Deutsche Post DHL. The Group generated revenue of more than 55 billion euros in 2012.
For more information: www.dpdhl.com
