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DHL Express Sweeps 13 Customer Relationship Excellence Awards across Greater China Area

DHL
2011-06-16 14:38 768

HONG KONG, June 16, 2011 /PRNewswire-Asia/ -- DHL Express, the world's leading cross-border express services provider, has collected a total of 13 awards at the 2010 Customer Relationship Excellence Awards (CRE Awards) including Contact Center of the Year (Under 1000 seats) for mainland China, Contact Center of the Year (Under 200 seats) for Hong Kong, as well as Customer Service Center of the Year (Logistics) for the Taiwan market, reaffirming its industry-leading customer service excellence.

Held in Hong Kong on June 9, 2011, the awards, now in their ninth consecutive year, are organized by the Asia Pacific Customer Service Consortium (APCSC) and recognize service quality and customer relationship excellence across Asia Pacific.

"As specialists in international express services, excellence in customer service is at the heart of the way we work. With these 13 awards, DHL has now won more than 170 customer service awards globally, and this tells us that we're doing it right," said Jerry Hsu, CEO, Asia Pacific, DHL Express.

DHL Express has developed a sophisticated and dedicated global customer service network of over 8,500 experienced specialists that provide consistently high levels of service at every customer touch point.  DHL pledges that all customer service calls will be answered within 10 seconds by a dedicated customer service representative in a local call center providing both local knowledge and worldwide expertise.

"And we're not stopping here," continued Mr Hsu. "DHL Express is investing in improving service levels from within through the Certified International Specialist (CIS) program, an accreditation program designed by DHL, for DHL. CIS will increase employees' knowledge of changing international business environments and in turn, provide a better understanding of customer needs. All 100,000 DHL Express employees globally will have completed the foundation program by October 2011."

 In addition to the three corporate awards, DHL Express took home the award for Best Use of Technology of the Year (Logistics) for Taiwan and a total of nine DHL employees were honored with individual awards for customer service excellence.

In mainland China, Rebecca Huang, National Customer Contact Center Manager, won the Customer Service Manager of the Year award (Logistics - Contact Center) and Maureen Qian, Customer Contact Center Supervisor, won Customer Service Team Leader of the Year (Logistics - Contact Center) whilst Yichen Wang, Customer Service Agent, was recognized with a merit for Customer Service Professional of the Year (Contact Center).

In Hong Kong, Harry Wu, eCom Manager, was awarded with CRM Manager of the Year (Logistics) and Trista Tang, Customer Service Executive, won the Customer Service Professional of the Year (Logistics - Contact Center) whilst Jackie Chu, Customer Contact Center Supervisor, was recognized with a merit for Customer Service Team Leader of the Year (Contact Center).

In Taiwan, DHL Express' employee Andy Lai, Customer Care & Key Account Support Manager, won the award for Customer Service Manager of the Year (Logistics - Service Center), and Maggie Lin, Customer Care & Key Account Support Supervisor, won the Customer Service Team Leader of the Year (Logistics - Service Center), whilst Julia Huang, Customer Care & Key Account Support Executive, was awarded the Customer Service Professional of the Year (Logistics - Service Center).

Organized by the Asia Pacific Customer Service Consortium (APCSC), the CRE Awards recognize governments, companies, business units, teams and individuals that have contributed to the success of both their customers and the organizations they serve through customer service quality standards and customer relationship excellence.

-Ends-

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 275,000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management and education.

DHL is part of Deutsche Post DHL. The Group generated revenue of more than 51 billion euros in 2010.

For the latest news and happenings about DHL in Asia Pacific, please visit http://press.ap.dhl.com .

Source: DHL
Keywords: Transportation
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