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High praise heaped on DHL’s customer service


High praise heaped on DHL’s customer service

Auckland, 15 June 2006 – DHL Express once again achieved national recognition for its outstanding customer service with a staff member collecting the Contact Centre Trainer of the Year Award at the Telecommunications Users Association of New Zealand (TUANZ) Contact Centre Awards held last night in Auckland. This marks the fourth year that DHL Express has won a national award for its customer service.

Jacinta Fidow, DHL Express Customer Services Development Manager, was recognised for her dedication and achievement in implementing innovative call centre training techniques and solutions at the 68-person-strong DHL Express call centre in Auckland.

“I think the judges sensed the passion and enthusiasm that I have for what I do,” said Jacinta. “It’s great to get this external recognition, but that’s not why I do it. My aim is to see others succeed and that’s my prime motivation as a trainer.

“All the way up to the finals, I had a terrific team at DHL standing behind me. I learned a lot from them, and the support they gave me was very cool.”

The judges commented that Jacinta was very well prepared for their visit. She was extremely positive and displayed vibrancy and energy. Judges were impressed with Jacinta’s total focus on trainees, process documentation and a real understanding of what she delivers towards the company strategy.

Having worked in contact centres in many capacities for more than a decade, including as a telemarketer, agent, team leader, manager and training consultant, and more recently during her three years at DHL Express as a trainer and now a development manager, it is clear that Jacinta has the experience to know what kind of training works best.

The other finalists for the Contact Centre Trainer of the Year award were from Southern Cross Healthcare and Palmerston North City Council. The judges assessed applicants against the following criteria: training on products, solutions and systems; gap analysis; training needs analysis (individual and business); communication skills; knowledge and application of learning styles; results, and innovation.

This award adds to an array of awards recognising DHL Express’ quality customer service over recent years. In 2004, Vanessa Fenemor won TUANZ Contact Centre Manager of the Year, and last year DHL Express won the General Services Sector of the Customer Relationship Management (CRM) Contact Centre Awards, for the third consecutive year.

DHL Express General Manager, Derek Anderson, said the company is very proud of Jacinta’s exceptional achievement. “Jacinta is just one of many outstanding professionals working in our award-winning call centre.”

In a 2005 survey conducted by ACA Research in New Zealand, DHL Express was recognised as outperforming all the major International Express call centres, offering a significantly higher standard of service on every count.

“When you call DHL Express’ customer service centre your call is answered within 10 seconds and, in fact, the average wait is actually around four seconds. More importantly, all our calls are answered by a real person, there’s no voice response system or requirements to select from different menu options. This is all part of what really makes the difference in our call centre,” said Derek.

About DHL
DHL is the global market leader of the international express and logistics industry, specializing in providing innovative and customised solutions from a single source.

DHL offers expertise in express, air and ocean freight, overland transport, contract logistic solutions as well as international mail services, combined with worldwide coverage and an in-depth understanding of local markets. DHL's international network links more than 220 countries and territories worldwide. Over 285,000 employees are dedicated to providing fast and reliable services that exceed customers' expectations.

DHL is a Deutsche Post World Net brand. The group generated revenues of €56 billion in 2005.

About DHL Express New Zealand
DHL Express New Zealand employs over 350 staff at nine locations. The company has a strategic joint venture with New Zealand Post, Express Couriers Ltd. This venture compliments DHL’s international offering, through the provision of domestic courier and logistics services via Courier Post, Pace! and Contract Logistics.

DHL is a corporate sponsor of Surf Life Saving New Zealand, business partner of New Zealand Trade and Enterprise and supporter of Fashion Industry New Zealand.


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