DH Express Qatar - Customer Service Team of the Year

Company: DHL Express Qatar
Company Description: DHL Express started its operations in Qatar in the year 1979 and was the first express logistics company in the country. This year DHL Express Qatar will be celebrating 42 years meeting the logistics needs of the people & business. DHL Qatar is fully equipped with a fleet of over 58 vehicles and more than 270 staff including 48 well trained Customer Service International Specialists
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: DHL Express

The COVID-19 pandemic has thrown a proverbial wrench into all aspects of normality across the globe. Just a few months into 2020, we realized that the company must develop new aptitudes and attitudes to quickly adapt to the new norm. While we continued to care for our employee’s safety and wellbeing, we were under immense pressure to deliver and keep up with rising demands for express logistics services.

Our team in Qatar are extremely committed to our company strategy of being Employer, Provider and Investment of Choice. We have a strong focus on quality and drive an Insanely Customer Centric Culture (ICCC) as the key differentiators compared to our competitors.

1) Great Service Quality
Despite the pandemic outbreak in 2020, DHL Express Qatar has been the provider of non-stop shipping solutions for customers whilst meeting and exceeding their expectations. The number of calls, emails and requests dramatically increased during this time as life-saving and critical medical shipments were, for the most part, the biggest proportions of shipments moving into Qatar. In addition, the trend towards online purchasing drastically increased during this COVID pandemic. DHL Qatar CS has yet again maintained its ranking as the world-leading logistics company by maintaining a high level of competency through careful crisis management strategies and contingency plans for managing its operations by balancing service, processes, and providing consistent and exceptional service quality to our customers in Qatar.

As an impressive testament to living and breathing an Insanely Customer Centric Culture (ICCC), Qatar CS has won both Gold and Silver Stevie Awards for CS Team of the year in the past few years, Since we entering the awards competition

Our team KPIs are aimed at providing the best quality customer service and we remain focused on achieving these every single day. All our indicators have been above the target full year 2020 and Year to date April 2021 results as follows:

2) Motivated People
The key factor contributing to the success of delivering great service quality amidst all these challenges is our People. Even though most of them were working from home, our employee appreciation and recognition schemes has remained consistent to ensure we continue to strive to deliver exceptional service quality to our customers with passion and a can-do attitude. While our “Star of the Month” awards recognize the outstanding performer who achieves all the individual Key performance indicators within the department, the “Employee of the Month/Quarter/Year” recognizes exceptional individuals who go the extra mile to meet a customer requirement.

Alongside these, employees are recognized for their achievements on a weekly basis through “DHL Superstar” and an internal email, “Our Customer Said”, is shared with all employees when a CS advisor receives customer appreciations. While this drives the culture of taking ownership and going the extra mile for the customer, the goal is to make sure that the employee efforts are recognized and have the Best Day Every Day whilst working at DHL.

3) Loyal Customer
To truly live an Insanely Customer Centric Culture (ICCC), we focus on Net Promoter Approach by call and SMS, Post Customer Interaction Survey to get customer feedback and monthly cross-functional meetings for continual improvement of service quality for greater growth. We also run a quarterly ICCC Tracker using a market survey via an external agency (Likelihood to repurchase, Likelihood to Recommend, Caring about Customers, Listening to Customer Needs & Strength of Relationship). In 2020 DHL Qatar is 14% ahead of the completion in each element.

4) Profitable Network
Our Customer Service Team generated extra revenue of275,450 Euros in 2020 through cross-selling our value-added products.

Awards:
-Customer Service Team of the Year - IBA Gold Stevie Awards 2019
-Customer Service Team of the Year - IBA Silver Stevie Awards 2020
-Innovation in Customer Service Management, Planning & Practice - FTB 360 Driving Customer Loyalty on New SMEs (MENA Stevie Bronze Award 2021)
-Employee Opinion Survey 2020 - Employee Engagement 100%
-Employee Opinion Survey 2020 - Leadership 94%
-ICCC Index 14points above competition
-Net Promoter Approach - NPS 5% Improvement in 2020 vs 2019
-Due to Covid19 pandemic Qatar's call volume increased by 44% in 2020 due to increased in online B2C shipments and country lock downs. Even though it was a challenging time for our Customer Service Operation, we managed to maintain our GOS activating our contingency plan without having any RED KPI. (June 2020 our GOS was 83% which was Amber).