Preparing for the challenges of international growth

DP DHL Express ensures that its customer service agents are experts in their field and can advise callers on all aspects of parcel logistics. As DP DHL Express becomes increasingly international, it is increasingly common for non-German speaking customers to call the Customer Service Center (CSC). Naturally, these international customers expect the same professional service as German-speaking callers. DP DHL's customer service agents have strong product knowledge and good customer service skills - they just need to transfer them into English. The performance benchmark was clearly defined – deliver the same level of customer service in English as in German.