Finweek English Edition - - Openers - BENE­DICT KELLY

WE HEARD GOOD things about courier com­pany DHL’s call cen­tre, so we found some­thing large and heavy and set out to find how much it would cost to send it far away.

Once we’d got through the oblig­a­tory mes­sages about the call be­ing recorded and the op­tions, of which there are only three, the call was an­swered in sec­onds.

The agent was thor­ough and ob­tained the nec­es­sary in­for­ma­tion quickly. She worked out the cheap­est method for cal­cu­lat­ing the ship­ping charges based on ei­ther the weight or the vol­ume and was clear on how long it would take for the par­cel to ar­rive at its des­ti­na­tion – an ex­pe­ri­ence that made us feel more like a val­ued cus­tomer and less like some­one who’d just picked up the phone to check a price.

While Fin­week bases its com­ments on a sin­gle call this level of ser­vice is backed up by a reader who had to make mul­ti­ple calls to DHL’s call cen­tre to sort out a com­pli­cated is­sue and was treated to the same high level of ser­vice each time.

With a sim­ple set of op­tions and ef­fi­cient agents, call cen­tres such as this make do­ing busi­ness a plea­sure.

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