Total 618 words used.
Nomination Title: CSHERO+ program for developing CS Advisors, BOVE and BEYOND.
DHL is a great organization that always focus on delving great service quality through investing in its biggest assets: People!
It is always starts with motivated people that lead to great service quality, to a loyal customer who generate profit and keep the network profitable. In Bahrain customer service we understand the long term vision and we always work according to that as we aim to go above an beyond and the year 2023 the focus was on people development which was a great WINNING card and positively has multiple effect on all aspects.
A long term Program has been set in the customer service function to fulfill such long term vision calls CSHERO+ that includes all team member and for the long run.
CSHERO+ is an internal program in DHL Customer service Bahrain country office that is designed to develop CS advisors in all levels both individually and as whole group, the program is initiated to enhance individual knowledge, efficiency and their contribution to the organization. Based on different sources the program has reflected Voice of employee, voice of customers and voice of business where a tangible improvement needed to take place in the way advisor perform and progress in their careers which had a positive impact on business growth, KPIs, employee opinion survey and customer satisfaction by empowering the advisor and invest in them though full year planned cross functional training that also appeal to their inspiration and meet their expectation of how they grow to the next level.
Purpose of the program:
- Specific Individual Development plan designed to each advisor that fit his future aspirations.
- Employee opinion Survey Action plan to ensure advisor voice is listened to.
- Advisor Knowledge Improvement opportunities.
- Growth Opportunity & Exposures to bigger picture.
- Cross functional collaboration & synergy.
What is CSHERO+, the structure and benefits?
The Structure of CSHERO+
- Aspirational role Training:
- Based on aspiration and future individual growth plans, advisor are given a chance to determine cross functional training.
- Designed individual tailored plan, example: 1 hour weekly or 1 full day per week, twice a month.
- Side by side training observing.
- CS Ambassador at the Operations:
- Dedicated advisor works remotely from Operations location to have a close eye on the process as an ambassador between both sides
- Mutual knowledge and experience exchange during the training session.
- Tightening the alignment between CS&Ops
- Streamline process and agreements.
- BH Entities Visits:
- Advisors visits other entities and work from their locations to understand their work process.
- Areas for improvement are identified during the visits and share back experience with team
- Customer provided with support that exceed their expectation.
- Cross countries Training:
- Supervisors visit nearby countries to gain benefit of bigger scop structure,
- Standardize process and align with global guidelines in CS.
- Collaboration and alignment between both CS countries
- Strengthening relationships between both teams.
- Lead to Grow:
- CSA to lead the PD.
- Dedicated advisor to create an email communication called “ Did you know?” that contains valuable knowledge to share with all weekly.
- Dedicated advisor to share “the way to success “.
Business Impact and Achievements:
- Employee opinion survey result reflect the positive impact of the CSHERO+ program impact by over 90% in all KPIS
- Motivated People, engaged like never before and always participating in activities.
- Backline team award in Q3 2023.
- CSA understand the value of their role and support in CSR
- Best Performance dialogue of the Quarter awards.
- Advisor awarded locally, regionally and globally due to their high performance.
- Motivated & engaged People.
- BH awarded best Backline team in Q3 2023 in Convertor regional competition due to high score in criteria.
- CSR ownership
- Best Performance dialogue of the Quarter awards.
Nomination Title: CSHERO+ program for developing CS Advisors, ABOVE and BEYOND.
