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DHL Express Scoops Prestigious Customer Service Award


-DHL Express wins award for ‘Best National Customer Service Delivery’ at the Irish Contact Centre and Shared Services Awards
-Award underlines local customer service team’s demonstration of service excellence and ongoing commitment to the delivery of great customer service

The local Irish Customer Service team at DHL Express, the world’s leading international express services provider, has been recognised by the Contact Centre Management Association (CCMA) as having the “Best National Customer Service Delivery” and was presented with this prestigious award at the annual Irish Contact Centre and Shared Service Awards.

Hosted by CCMA Ireland, the ceremony for the 17th year of the awards took place in Dublin’s Burlington Hotel on Saturday 17th November, 2012 and celebrated the high standards and service excellence within the Irish contact centre and shared services sector. Furthermore, the awards recognised and honoured those companies and people who focus on “being the best” and their enormous contribution in the delivery of extraordinary service to customers.

“It’s an honour that our Customer Service focus has been recognised with this award at such a prestigious industry event”, said Colin Bauer, Customer Services Manager, DHL Express Ireland. “The award demonstrates our team’s commitment to our customers and our passion to constantly improve the Customer Experience.”

“I am very proud of our Customer Services team for the job they do every single day on behalf of our customers”, said Bernard McCarthy, Managing Director, DHL Express Ireland. “Delivering great service quality is the very essence of our customer relationship strategy and I’m delighted that this has been recognized by the judging panel.”

Maurice Whelan, Chair Person of The Contact Centre Management Association said: “We wish to congratulate DHL Express on winning this award. Their dedication to and enthusiasm for consistently putting the customer first is outstanding. Clever adoptions of technology, strong inclusive leadership and a highly motivated and engaged workforce have been the key ingredients for success for this customer centric and quality driven operation.”

The criteria for DHL Express winning the “Best National Customer Service Delivery” Award included the implementation of numerous performance improvement initiatives including “Net Promoter Approach” and “Straight to the Top”. “Net Promoter Approach” enables DHL Express to capture and analyze customer feedback on a daily basis which is then fed-back to the business to generate service improvement initiatives. With “Straight to the Top” customers can go online and provide feedback, either positive or negative, which is then delivered directly to both the Managing Director and the Customer Services Manager, of DHL Express Ireland. Other factors citied as significant in winning the award included, how DHL measure the success of the Customer Experience, the depth of customer knowledge and understanding demonstrated and the effectiveness of the quality management programme.


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