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.