DHL Express Indonesia - Customer Service Training Team of the Year

Company: DHL Express Indonesia
Company Division/Group: DHL Express
Company Description: DHL Express Indonesia as the biggest courier company in Indonesia
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - External - All Other Industries

Nomination Title: DHL Express Indonesia Customer Service Training Team – External

DHL Express is an international courier service.Soon after its formation, DHL enjoyed rapid growth around the globe. Today, DHL is the world’s largest logistics company with over 380,000 employees and offices in over 220 countries and territories. In Indonesia, DHL Express provides a customized door-to-door logistics solution for businesses and end customers. No matter how big or small your shipments are, our team of certified international specialists will be there, serving you with passion, speed and a positive can-do attitude.

At DHL Express, whether you are shipping with us for the first time, or for the hundredth time, we always get it right, the first time. Excellence, simply delivered.

Briefly describe the nominated team: its history and past performance (up to 200 words):

DHL Express Indonesia has been in the courier & logistics industries for decades.

We are currently one of the leaders in the field.

One of sub-function on the Customer Service Department is the Development team. Training team is part of the Development team.

Our Customer Service team has grown so much, and with the demands of the market, our training team has been developing the skills of all employees to maintain the same level of service throughout the years.

The training team has been performing well and helped in gaining multiple awards and recognitions for the Customer Service department, and DHL Express in general.

Customer Service Training team has always supported other departments in training, which was received with great enthusiasm and proceeded to expand and synergized with the company's culture and mission.

More so in the last year where the need to function As One in our Big Yellow Machine, making sure we are adapt in the current global issue of almost a year-long pandemic.

We are proud of our past achievements where we can deliver trainings in person, and passionate in making effective future trainings in adapting to the new normal of virtual classes.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

DHL Express Indonesia Customer Service training team has achieved in managing and creating new training environment to support developing current and newly hired staff during this pandemic.

The workforce, aside from Operations team, are mostly working from home. This was a challenge for the team to create engagement and deliver in new channels (Zoom, Skype, web-based assessment tools) in order to ensure that all staff receiving the trainings are on the same level of skill and knowledge needed to fulfill their daily tasks. We always strive for excellence.

From last year's in-person class trainings to today's virtual classes, our team's achievement is in delivering consistent and useful materials for Customer Service and also other departments in DHL Express Indonesia.

This year we have supported our Operations and Finance department in soft skills, previously centered for Customer Service agents, such as: telephone skills excellence, communication with customer through e-mail, and managing challenging situation.

We have also included roleplay sessions on every module that we have delivered, to give a better feel of on-the-job experience and also a broader understanding of the theories and techniques to be applicable in daily tasks.

We believe with our As One culture, being a positive part of other department's growth while tackling a pandemic is our highlight.

Our success comes in form of better service to our core customers from all departments with the same level of skills, knowledge, and excellence.

We celebrate achieving our goals in training delivery, proud of our flexibility and management skills.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

DHL Express Indonesia Customer Service team's achievement in delivering trainings during the pandemic is significant for the growth and stability of our level of service to the end-users, our Customers.

Our trainers, modules and methods have been requested and used for training in other departments within DHL Express.

The training team has been setting the standard of excellence, and continues to maintain it while adapting to the current global pandemic.

Customer Service department is regarded in having the best quality in service behavior and practice.

Hence, the training team was requested to deliver certain modules applicable to other departments such as Operations and Finance to enhance their soft skills.

Sharing knowledge and skills to other departments was a challenge in itself because the training team has a moral obligation to ensure all trainees have the same understanding and engagement of the standards of excellence to be a model DHL Express employee

This is a distinct part of our company culture to be As One, in the sense we have equally best behavior, best practice, and best knowledge in all functions.

In hopes of this, training team ensures other departments have the same international standards for service quality when they are facing customers on their daily tasks.

We train them down to the details of Customer Service scripts they can use when facing the customers, to be as close to the best practice and behavior.

We are proud in our abilities and management throughout the period from 2019 to now.