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The 15 Gladiators!
This entry is more than a mere submission; it's an opportunity to share our story, a testament to the tireless efforts of our customer service super stars where CS Team in DHL Jordan had tangible impact on our customers and business .
DHL JO CS Management Team undertook a comprehensive and transformative review of daily operations, leading to a fundamental shift in the way we do things to deliver unbeatable level of service! The Yearly Focus Plan was targeting key aspects related to People, Growth & Quality.
As our people are our secret recipe for success we had set a creative development plan in upskilling our team members starting with a progressive plan targeting higher employees satisfaction score , enrolling team members in Quality programs as Customer First & Insanely Customer Centric Culture , higher CS empowerment to have prompt resolutions in first interaction .
Running trainings & encouraging having the right mindset like Sell Like Never B4 , First Choice & Delivering performance Dialogue effectively. A customized Health & Well Being calendar was led by CS champions where 3 CS members rewarded as H&W MENA Ambassadors! As in today's fast-paced and demanding business world, introducing fun into the work environment is not a luxury; it is a necessity where CS had a yearly calendar of fun activities where it helped driving further team motivation. Our gladiators regularly rewarded with Employee of The Month Award , Energizers by CM & Daily KPH Stars! JO Backline Team won Regional Convertor League as a result for an outstanding performance.
CS contributed to CSR by partnering with Fabric Aid org for donating clothes all over the year,donating Books & toys to orphans living DHL Got Heart culture .
We support Bill Gates in his statement that your unhappy customers are your great lesson of learning ! consequently Quality driven by CS was the entire town talk ! CS JO is now equipped with Medalia Tool which is a new era in analyzing customers VOC whether solicited or unsolicited one where moment of truths are gathered by Phone,Email, SMS ,social platforms and digital ones in English & Arabic to be closer to customers . The tool named ICCC+ where it was developed not to measure only the NPS but to share insights related the likelihood to purchase score measuring the simplicity of the interaction with DHL.
CS JO is leading the ICCC committee effectively getting excellent BDPs , supported customer first program by acting AS ONE with all functions to maintain CS KPIs in non CS functions . Improve live chat service by having 0 abandoned chats & increasing timely response to reach 100% .
As "The best way to predict the future is to create it." We ensure in CS to have a solid base for supporting the country in its Growth mission as we created multi ideas on the ground supporting higher number of profitable new account leads where CS rewarded as top performers in this program at country level , kicked off onboarding program to ensure great journey for FTBs , proactively grabbed B2C opportunities by targeting social sellers where 500 leads were hunted , two successful cash campaigns were going on in H1 & H2 .
Our Team members were involved in local Mystery Shopper Program benchmarking the level of service provided by the competition taking needed actions for further improvement and selling our FABs of products and service confidently. furthermore, CS KAD enrolled in I visit prog to be closer to customers on field!
JO Team contributed to Digitalization in having RPA idea related overseas bookings that support productivity where idea replicated globally! JO Pioneered smart IVR in Oct 2023.
We believe that our 15 gladiators are The Dream Team despite being a small group but being thoughtful that enable them to change the world!
Nomination Title: The 15 Gladiators!
