DHL Worldwide Express LLC, UAE
DHL Worldwide Express LLC of Dubai, United Arab Emirates is a division of Deutsche Post DHL, the world's largest logistics company. Established in the UAE in 1976, DHL Worldwide Express LLC has more than 1,000 employees processing 5,000 shipments per hour, with over 300 vehicles, over 150 daily flights, and eight TAPA certified facilities.
In the inaugural Middle East Stevie Awards, DHL Worldwide Express LLC of Dubai won two 2020 Gold Stevie Awards for Innovation in Customer Service Management, Planning and the Practice for their “Change the Game, Why Stay Neutral” initiative, and for their Innovative Use of Technology in Customer Service employing a workforce management tool.
DHL Worldwide Express, LLC launched a companywide campaign “Change the Game, Why Stay Neutral” with the simple objective to convert Neutral customers to Promoters by understanding the Voice of the Customer, taking action and replicating solutions that work. The continuous improvement initiative has changed the game from being reactive to proactive, resulting in more satisfied customers and higher employee engagement. And with their Workforce Management Tool in Customer Service, real time analysis of call trends are used to determine the appropriate headcount required to provide high customer satisfaction so staff can attend to customer calls more efficiently with improved quality.
As evidenced in their innovative approaches to Customer Service, DHL’s Continuous Improvement culture is characterized by their slogan, “EVERYBODY, EVERYDAY, EVERYWHERE, A LITTLE BIT BETTER”.