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DHL Global Forwarding

How to EnterCompany: DHL Global Forwarding
Company Description: DHL is the global market leader in the logistics industry and “The Logistics company for the world”. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year

Nomination Title: DHL Global Forwarding U.S. Customer Service Team

Tell the story about what this nominated team achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Under the leadership of Jim Underhill, Vice President, Customer Service USA, and Brent Biedermann Senior Director, Learning & Development, customer service at DHL Global Forwarding in the U.S. was transformed. Through the use of a cost-effective, efficient, colleague-to-colleague training approach, a cultural shift in service has been implemented throughout the company that has allowed for a consistent customer experience.

A select group of 37 employees from different expertise and stations were chosen as our trainers, providing them with job enrichment, opportunities for mentorship and leadership positions they may otherwise have not been afforded. They were trained in a one week train the trainers’ course which took place in the East, West and Central regions of the U.S. where they learned how to deliver several sophisticated core competencies in a four module concept.

The competencies were taught through a non-lecture format, using interactive methods, that included videos, role-playing, games, and group activities, delivering practical tools around the best ways to communicate, handle complaints, how to listen for buying signals and highlighted the link between internal and external customer service. Each of the modules built on the next one by providing participants with homework to reinforce what was learned.

The main objectives of the program were to deliver training to all Customer Service staff, using a sustainable model, based on DHL specific curriculum that included soft skills and complex topics which could be delivered in a short amount of time with minimal costs.

All these objectives were met with the roll-out of the first module training in March 2012; within two months, over 2,000 employees began the trainings which were available during different times throughout the day for convenience and did not take employees away from their daily tasks for more than four hours. The trainings were scheduled in the middle of the month and week to avoid peak times and so as to not conflict with end of the month financial wrap-up.

This model has also forged new relationships among employees that normally do not interact and created a system of accountability whereby the participants and trainers work side-by-side keeping each other honest around implementing the tools and lessons learned.

Cultural change in the company is evident through stations adopting themes from the training for employee recognition and creating signs reminding employees about positive customer service traits. This hands-on, interactive training approach has been so successful, the Canada team has implemented it and corporate headquarters in Bonn, Germany is looking into rolling out a similar training program globally in the future.

As of August 2012, there have been a total of 6,764 employee trainings with an average of 3.5 hours each, equivalent to 23,674 employee training hours. The trainings were also featured as a best practice during the company’s yearly Customer Service Week. Thanks to the buying signals training, one customer service employee in the Chicago office acquired new domestic product business with a top technology customer. Also, employees validated the training with high scores on post-training surveys that were administered.

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Jim Underhill is the Vice President for Customer Service for DHL Global Forwarding USA, a business unit of DPDHL, the world’s largest logistics group. Based out of Miami, Florida, he is responsible for the strategic development and continuous improvement of customer service for internal and external customers in the United States. This is accomplished through initiatives such as automation, centralization, optimization, and best shoring, and by supporting day-to-day operations, field locations and customers year-round through a specified tiered service approach.