DHL Express Bulgaria - Customer Service Team of the Year

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Company: DHL Express, Sofia, Bulgaria
Company Division/Group: DHL Express Bulgaria LTD
Company Description: DHL Express transports urgent documents and goods reliably and on time from door-to-door in more than 220 countries and territories, and operates the most comprehensive global express network. With a fleet of more than 250 aircraft, DHL Express is also one of the largest air carriers worldwide.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Team of the Year - Recovery Situation

Nomination Title: Service Recovery in DHL

Tell the story about what this nominated team achieved since the beginning of July 2015 (up to 650 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:

Before the story starts let me tell you first that when we talk about Service Recovery in DHL, the examples are daily, but there are some that distinguish and through which we influence people's lives. Examples that make us become people who share and influence the destiny of other people. Such is the story that we are going to tell you now.

A customer ordered shipment containing medical equipment from Netherlands to Bulgaria. The equipment was for a surgery which convened an international team of specialists to carry out by implanting heart valves to six patients simultaneously by an innovative method. Unfortunately the last box of the shipment did not arrive in the expected date – 16th September 2016. The situation became extremely critical because the surgery was planned for Monday, 19th September 2016, no DHL flights were available at that time and the shipment was still in Germany.

One of the doctors told us that if the supplies do not arrive till Monday morning, the operation would fail and could not be scheduled again. The organization of gathering an international team of specialists and preparation of patients has taken a very long time and any delay of the surgery would be catastrophic. So this was definitely a life and death issue. At this time the only thing that mattered to us was to resolve the situation the best way for our customer. We took actions together with our colleagues from Germany to provide a courier on board to deliver the consignment on Sunday. All phone calls, e-mail correspondences and next steps taken were communicated to the recipient who was available 24/7 together with us.

On Saturday we received confirmation that the courier was on his way to collect the shipment from our hub in Germany and catch the first possible flight to arrive in Varna, Bulgaria on Sunday afternoon. The customer was informed and we all kept waiting for delivery. You can imagine how unpleasant it was when we found out on Sunday afternoon that during the transfer of luggage at the airport in Sofia, the consignment remained there and was left to be forwarded with next flight connection to Varna around 00: 00 o’clock in the night, when the courier had already departed to Varna airport. Considering the specifics of the case, we immediately made organization for the courier to meet the receiver and calmed him down with conversations and details about the delivery till the shipment arrived 3 hours later. You know, it is very important when the situation goes in wrong direction and there is some discrepancy between customer’s expectations and what actually happens, to understand him and to put yourself on his place or as we say it "to get into the customer`s shoes". When you do this, you can be sure that despite the problem, you help him to pass easily through that and even to help you solve the situation. And so it happened, after several phone calls and with the help of the courier at place, the shipment finally arrived and was delivered at midnight just on time before the surgery had started.

Few days later, we received a letter from Dr. Stoyan Lazarov, informing us that the surgery was successful and everything is fine with the patients. Please find his letter attached because it speaks for itself.

At the end I will finish as I started but will say it even more confidently – with our work, with our empathy, with our understanding, with our actions, with our words we influence our customers live and we make it easier. Everything happens in the best way when you give part of yourself in what you do.

In this case particularly we gave parts of our hearts in order to heal the hearts of six other people and the result was incredible.