DHL Express ensures that its Customer Service Center (CSC) agents are experts in their field and able to advise callers on all aspects of parcel logistics; from product advice to tracking and tracing, and from price questions to international customs clearance procedures. They now need to deliver customer service in English.
Target Training shadowed the operation of the CSC and watched the agents working in their native German. This:
- clearly demonstrated the expected high level of performance.
- allowed a detailed analysis of the language needed to perform their tasks.
- demonstrated the terms and expressions used.
- provided the basis for a wide range of authentic real- and role-plays.
We developed a Customer Service in English program which combined key language with the required skills and behaviors. This included developing a series of telephone dialogues which reflected the typical questions about products, service and price asked by DHL Express customers. These recordings became the springboard for 5 days of intensive, work relevant
During the 40-hour training block the agents were given the language and the confidence they needed to effectively and professionally support their clients. This language was first practised in the controlled environment of the scripted dialogue, and then led to role-playing the exact situation of the recording. Finally they used their work experience to create comparable authentic scenarios which were then used as training real-plays. The transer to their workplace was smooth and rapid.
At the end of the program the participants could confidently take any in-coming call, safe in the knowledge that they could deal with any questions the customer might ask – in English as well as in German.
The 5-day program has been run 6 times at the DHL Express CSC in Frankfurt.