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DHL Express annually celebrates the Customer Service (CS) Week, an international celebration recognizing the importance of the CS function and of the people who serve and support our customers daily. Every year, our local countries call centers prepare in-person and local activities for our people. However, due to the challenges associated with the pandemic, all our call centers’ staff was moved to work from home, preventing local in-person celebrations. The amount of staff working in CS across the Americas is of more than 3000. Moreover, thinking of the importance of the department for our customers and business, the Regional Office developed and promoted a creative, virtual and interactive celebration through a website. This creative and interactive website was available to all our staff, including themes for each day of the week and more importantly, allowing full interaction of our people, their families and pets.
Please watch some of the amazing videos uploaded along with this submission.
For 2020’s theme, the “DREAM Team”, we created the following content using the acronym D.R.E.A.M.:
- Digital Monday - A range of virtual concepts to ensure employees feel connected with each other during what could be a lonely time.
- Responsible Tuesday - Driving the theme of being responsible, this day would emphasize the professional and personal responsibility.
- Empowered Wednesday – Dedicated to make our people feel empowered in their personal lives and to offer an excellent experience to our customers.
- As One Thursday - Focus on all internal functional areas working AS ONE and performing together whilst injecting some fun and humour into the day.
- Motivation Friday - Driving the theme of motivation, this day would focus on sharing what makes us happy and what keeps us whole. Culminating the week into one big virtual celebration and a “House Party” with live DJ and prizes.
For 2021, the theme was “The POWER of Service” and we created themed days with the acronym P.O.W.E.R.:
- People Monday – Honor of being recognized as a “Great Place to Work”, we focused in recognizing our people.
- Outstanding Tuesday – How can DHL be unique, how can we give outstanding services to our customers? Showcasing our customers.
- World-Class Wednesday - Leading example of World-class response to a global change in the events industry.
- Energetic Thursday - Focusing on Energy and how effective an Empowered mindset can be for work-life balance.
- Role Model Friday - Pay tribute to the Reliable, Responsive, Resilient Role models that have shone in response to the pandemic, while highlighting ‘Right First Time’ culture.
All departments from all countries in the Americas region were invited to join our celebration. Videos with CS content were recorded with influential people from our organization and also with CS advisors sharing best practices and successful stories. Lots of interactive activities, challenges, thank you cards, motivational messages, quizzes, talent contests were presented during the entire week. All content was fully translated in 4 languages to ensure no one was left out due to language barrier (English, Spanish, Portuguese and French).
During both week-long events we successfully closed the week with a fun event called “House Party”. The event was held at a suitable time to cover all time zones of our people. There were dance contests, parades, challenges, family/pets interactions as well as a live DJ. We distributed prizes to the contest winners and delivered a 100% inclusive content with best practices.
These two creative and week-long events reinforced how important Customer Service is within our organization, and greatly connected our community of 3000+ staff (including different countries, cultures and time zones). It also proved we can have fun and deliver excellent service even during challenging times.
With the successful events of the past 2 years, this best developed practice is now being adopted at a global level, in which they are looking at having a global Customer Service Week celebration in 2022.
Nomination Title: Celebrating and recognizing our people, even during challenging times
