Quotes: MENA   Enter Symbol: NewsLetter: Search: advanced

Delivering customer service excellence key to success in the service industry says DHL  Join our daily free Newsletter

MENAFN Press - 10/07/2014
No. of Ratings : 0
Add to Mixx!

(MENAFN Press) CAPE-TOWN South-Africa July 10 2014/African Press Organization (APO)/ -- How often does a service company truly exceed expectations? For many consumers the satisfaction from purchasing a physical product often increases significantly from the moment they unpack and begin utilising the product (i.e. such as a new technological device). However when it comes to services that consumers utilise the satisfaction delivered as a result of the service rarely increases to the same extent once the service experience has come to an end.

Logo: http://www.photos.apo-opa.com/plog-content/images/apo/logos/dhl_logo2.jpg

Photo: http://www.photos.apo-opa.com/index.php?level=picture&id=1222 (Gloria Torres Head of Customer Service for DHL Express Sub Saharan Africa)

Gloria Torres Head of Customer Service for DHL Express Sub Saharan Africa (http://www.dpdhl.com) says that due to these lower satisfaction levels post a consumer's experience businesses within the service industry need to constantly look to truly exceed a customer's expectations to peak satisfaction during the process of delivering a service and this is often achieved through a seamless and positive customer experience.

The recently released Global Customer Service Survey by Interactive Intelligence Group Inc. highlights the importance of a positive customer experience. It revealed that 64% of consumers would tell others when they had a positive customer service experience and that 45% of consumers tend to make purchase decisions based solely on customer service.

'The professionalism and attitude of a company's employees especially in the services industry can have a massive influence on a customer's experience and perception of service and in turn how a customer promotes the company to other potential customers. Customer service therefore plays a significant role in a business's bottom line' says Torres.

She adds that that the world of logistics is a key area where customer satisfaction levels need to be managed. 'When a customer is paying you to deliver something within a specific timeframe the upside at first glance is limited. You can get it there on time in one piece. But that's what the customer expects. Even getting it there earlier might not be welcomed. For example if the customer is not at home or their warehouse is not yet ready to take receipt of more stock. At the same time the potential to disappoint is huge – delivering something late not at all or in worse condition than when it started the journey is almost guaranteed to create immense dissatisfaction.

'Add to this the numerous interactions a customer has with diverse interfaces in many service companies and another important dimension comes into play: human relationships. In most businesses – even in today's digital automated world – there are still numerous people who provide different aspects of service to the customer. From the account manager who makes the pitch the booking agent who takes an order and the operational employee who delivers the service right through to the billing department that issues the invoice and follows up on payment – every single person can impact customer service levels. It is for this reason that we at DHL see huge potential to help service companies deliver additional value beyond what a customer is paying for.'

Torres says that there are three key areas which DHL believes are crucial to delivering service excellence:

The voice of the customer: Ensuring that the voice of the customer resonates throughout the organisation is essential to great service. Initiatives such as the Net Promoter Approach (NPA) management tool which measures promoters and detractors among your customer base and proactively sources feedback from them can have a huge impact in identifying areas for improvement and enabling the company to make the necessary changes to enhance their offering and continually offer better ways to deliver excellence to customers.

An insanely customer-centric culture: An employee who simply smiles at a customer can have a huge impact on the customer's perception of their experience. The only way to drive this perception in the service industry is through promoting a culture that is intensely customer centric with the customer at the forefront of every activity. Service is not just the responsibility of the customer service department. However the customer service function given its expertise in this area can play a key role in focusing the whole organisation on its customers.

Transparent key performance indicators: While a service culture is largely an intangible thing the 'measurables' are still important. When these are set correctly they help to focus teams on achieving a common objective and managers to identify areas for continuous incremental improvement. Performance indicators should also be built around service quality from the customer's viewpoint and they should be constantly visible to top management.

'The service industry despite its name can be one of the most difficult in which to consistently deliver great customer service and to exceed customers' expectations. However through focusing relentlessly on the little details that drive quality listening intently to what your customers are telling you and making sure that every individual in your business understands the impact they can have on the customer experience businesses can deliver value beyond the 'transaction' level and ensure long-term success' concludes Torres.

Distributed by APO (African Press Organization) on behalf of Deutsche Post DHL.

Media Contact:

Megan Collinicos. Head: Advertising & Public Relations Sub-Saharan Africa

DHL Express

Tel 27 21 409 3613

Mobile 27 76 411 8570


DHL – The Logistics company for the world

DHL (http://www.dpdhl.com) 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. A global network composed of more than 220 countries and territories and about 285000 employees worldwide offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting environmental protection disaster management and education.

DHL is part of Deutsche Post DHL. The Group generated revenue of more than 55 billion euros in 2013.

For more information: http://www.dpdhl.com

Stock images available: http://www.dpdhl.com/en/media_relations/media_library.html

About APO(African Press Organization)
APO is the sole press release wire in Africa, and the global leader in media relations related to Africa. With headquarters in Dakar, Senegal, APO owns a media database of over 50,000 contacts and the main Africa-related news online community.APO offers a complete range of media relations tools such as press release wire and monitoring services -Africa Wire-, online press conferences, interactive webcasts, media interactions, strategic advice, public diplomacy, government relations, and events promotion and management.APO provides free services to African journalists, innovative communications products to communication agencies, companies, governments, and supports many international institutions and NGOs in their strategic communications.



  MENA News Headlines
 Oct 13 2015 - France signs deals worth $10 bn with Saudi ArabiaAFP
(MENAFN - AFP) France on Tuesday announced a series of deals worth 10 billion euros ($11.4 billion) with Saudi Arabia, reinforcing growing ties between the two countries. Prime Minister Manuel Valls ...

 Oct 13 2015 - 27 Palestinians killed since beginning of OctoberJordan News Agency
(MENAFN - Jordan News Agency) The number of Palestinians who have been killed since the beginning of October due to confrontations with Israeli occupation forces in the West Bank, occupied Jerusalem ...

 Oct 13 2015 - Jordan- Social development minister, Saudi counterpart discuss cooperationJordan News Agency
(MENAFN - Jordan News Agency) Minister of Social Development Reem Abu Hassan on Tuesday, discussed with Saudi Minister of Social Affairs Majid Al Qasabi, means to boost social cooperation between the ...

 Oct 13 2015 - Two Israelis killed, 16 others injured in occupied JerusalemJordan News Agency
(MENAFN - Jordan News Agency) An Israeli soldier was killed and 16 others were injured in a shooting an stabbing attack carried out by two Palestinians inside an Israeli bus in Jabel Mukaber ...

 Oct 13 2015 - UAE- Nedaa to feature latest technological innovations in LTE mobile broadband communications at GITEXEmirates News Agency (WAM)
(MENAFN - Emirates News Agency (WAM)) DUBAI 13th October 2015 (WAM) -- Nedaa the Dubai Government's professional communication corporation has announced its participation in the 35th edition of ...

 Oct 13 2015 - UAE- RAK Ruler receives Secretary General of the Supreme Council of the UnionEmirates News Agency (WAM)
(MENAFN - Emirates News Agency (WAM)) RAS AL-KHAIMAH 13th October 2015 (WAM) -- H.H. Sheikh Saud bin Saqr Al Qasimi Supreme Council Member and Ruler of Ras al-Khaimah today received Hamad Abdul ...

 Oct 13 2015 - Mohammed bin Rashid pays his respects on death of martyr Sultan Al MazrouieEmirates News Agency (WAM)
(MENAFN - Emirates News Agency (WAM)) KALBA 13th October 2015 (WAM) -- Vice President and Prime Minister and Ruler of Dubai His Highness Sheikh Mohammed bin Rashid Al Maktoum has offered ...

 Oct 13 2015 - UAE- Eye on Earth Summit calls for practical action to support 2030 sustainable development agendaEmirates News Agency (WAM)
(MENAFN - Emirates News Agency (WAM)) ABU DHABI 13th October 2015 (WAM) -- The second Eye on Earth Summit has concluded with a commitment from delegates to implement a number of mechanisms ...

 Oct 13 2015 - Yemeni Minister of Human Rights: UAE plays a major role in restoring stability in YemenEmirates News Agency (WAM)
(MENAFN - Emirates News Agency (WAM)) CAIRO 13th October 2015 (WAM) --Yemen's Minister of Human Rights Izz Al-Din Al-Asbahi has praised the leading role played by the United Arab Emirates in ...

 Oct 13 2015 - UAE- EGA sponsors Montessori Model United Nations conference to empower tomorrow's leadersEmirates News Agency (WAM)
(MENAFN - Emirates News Agency (WAM)) ABU DHABI 13th October 2015 (WAM) -- As part of its commitment to supporting education initiatives in the UAE Emirates Global Aluminium EGA sponsored 150 ...




Click to Apply


Middle East North Africa - Financial Network

MENAFN News Market Data Countries Tools Section  

Middle East North Africa - Financial Network

Main News
News By Industry
News By Country

Islamic Finance News
Private Equity News

How-To Guides
Technology Section

Travel Section

Search News

Market Indices
Quotes & Charts

Global Indices
Arab Indices


Oil & Energy

Currencies Cross Rates
Currencies Updates
Currency Converter

USA Stocks
Arab Stocks

Saudi Arabia 

Economic Calendar
Financial Glossary

Financial Calculators

RSS Feeds [XML]

Corporate Monitor


Real Estate
Submit Your Property

Arab Research
Buy a Research

Press Releases
Submit your PR

Join Newsletters

© 2014 menafn.com All Rights Reserved.  Terms of Service | Privacy Policy | Contact Us | Advertise | About MENAFN | Career Opportunities | Feedback | Help