... Team development key to our success, says DHL CEO

THE EMPOWERMENT of frontline staffers is integral to quality customer service, according to Donovan James, chief executive officer and customer service manager at DHL Jamaica Limited.

James made the declaration to The Gleaner after DHL claimed the best medium-sized business award along with three category awards at the Private Sector Service Excellence Awards held at The Jamaica Pegasus hotel in New Kingston last month.

“Get the people right, and they will take care of the customer. Once customers are satisfied, you’ll have a profitable business,” said James, who credits team development for the customerservice success DHL has reaped.

Get the people right, and they will take care of the customer. Once customers are satisfied, you’ll have a profitable business.

RIGHT TOOLS

“We have implemented rewards, recognition, empowerment systems, and the right tools and processes to ensure such excellence.”

He further added that once DHL increased its business and market shares, he was optimistic of competing for the large category award.

New Kingston-based transportation company, Knutsford Express, was given a special Trailblazer Award for its continued customer-service excellence.

As no small-sized business met the set standards laid out by the Jamaica Customer Service Association, there was no award recipient for the category.

Keynote speaker Patrick Hylton, group managing director of the National Commercial Bank, implored businesses to model international companies such as Amazon, Disney and Uber from a customer-service delivery standpoint.