DHL Zim’s focus on customer service pays off
AS consumers and businesses are urged to tighten their belts in light of slowed economic growth, customer service experience is set to become an increasingly important differentiator for local businesses, and one of the main factors that will influence decisions regarding which supplier to purchase products and services from.
In an environment where alternatives are rife, customer experience is rapidly becoming one of the most important elements of a business’ success. While price will always be important in the mind of the consumer, this becomes less so if a business offers first-class customer service to support the product or service.
It is for this reason that DHL invests so heavily in a customer-centric culture. The customer needs to be the key focus in all activities, whether it is improvements in delivery times or query resolution processes. A good customer service department should understand the link between the way customers are managed and handled, and the company’s bottom line.
As a result of continued efforts, DHL Zimbabwe was recently awarded a CCAZ Service Excellence Award 2016. This is the fifth consecutive year that the company has received the accolade.
Jeff Phiri, the managing director of DHL, says that an insanely customer-centric culture is only achieved if all employees have the same goal in mind – to delight the customer at every opportunity.
“We continuously thrive to ensure that every individual in the business understands the impact they can have on the customer experience, and focus on the smaller details that drive quality. It all comes down to making small incremental improve- ments every day. This award is testament to our dedication to customer service excellence and we are immensely proud of it,” concludes Phiri.
DHL is the leading global brand in the logistics industry. Our DHL family of divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management.
With about 340 000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global trade flows. With specialised solutions for growth markets and industries including technology, life sciences and healthcare, energy, automotive and retail, a proven commitment to corporate responsibility and an unrivalled presence in developing markets, DHL is decisively positioned as “The logistics company for the world”.