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 needed to deliver customer service in English. Target Training shadowed the operation of the CSC and watched the agents working in their native German. This:
We developed a fully customized 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 training.
Ernst Fehl, Senior Manager of Frankfurt Customer Center, Deutsche Post Customer Service Center GmbH, Frankfurt (retired)
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.