DHL Informative - Former DHL employee - Company structure
I worked for DHL about 7 months and I lived in flesh and blood the customer's experiences.
I think most of the customer force in US should create a union against this DHL's false publicity for their services.
The people at the call center are engaged to certain "stupid" privacy policies. For example, they have all the station's information, like names, phones, emails, etc, however DHL does not authorize those persons to provide any kind of staff’s contact to the customer. I guess this information should be provided to him because he’s the one paying for the service. There were critical cases I tried to resolve but what I received was "coaching" from my supervisor asking me to stop fighting with my own "colleagues". I was there, in my desk, with my pc and my headset thinking: If I continue pushing these people to follow the company's procedures in order to provide an excellent customer experience they will end my work contract here... they’ll consider me problematic…
I want you to understand the call center staff is not monitored for quality purposes; I never received feedback and the service I was providing by phone become from myself like: listen all the questions, comments, suggestions, from the customer and redirect it to the person in charge, I sent more than 50 emails with this information I never received a reply back from the person who was handling those issues in order to expedite a satisfactory answer. I also learned: this company is not willing to hire new employees to respond appropriately to the actual demand. 50 persons for 3000 daily undeliverable tickets. No salary increase, no additional benefits like medical coverage, insurance plan, etc. Sometimes I asked myself if that was an India’s remote call center…
I did my best inside the organization but the chains are unbreakable. There is a specific case with certain company in AZ, God; I remember that one, DHL charged the duties in the shipper and receiver account. The customer said: “I cannot believe this, I spoke with your Billing Department 4 month ago and no refund is reported in my monthly statements”, I said, well, I don’t handle your Billing records I don’t even have access to it, however I’m going to contact a supervisor over there for this. Big mistake! When I ended the email requesting information about this I asked my supervisor for an email this was her answer: “we don’t handle that, just refer the customer to the toll free number, somebody else will take care of this”… What should you do in my shoes?
I wanted to help but the person one step higher did not.
I read almost all reviews and that’s only a part of the cake. When you open an account with DHL… my friend… Be aware to keep some days by month to handle the billing issues…
You have to bands working in DHL:
1. Customer's side
2. DHL's side.
I choose the 1st one, I continued fighting with all DHL's staff around the world, emailing the station’s managers telling that their courier are lying, asking them to take actions to avoid further customer's deceptions, transferring the customers directly with them and all the information available in my system, etc... Until one day my working life becomes uncomfortable. I received daily poor observations from my supervisor and her boss asking me to explain why I'm changing my working style, they questioned me in every way and they even doubted about my notes for each case, “it seems you are delaying the packages on purpose”, big words from poor minds. A few weeks ago a truly loved supervisor ended her contract to go to the Philippines. Bad news for me, I was alone in the daily fighting, so, I received a work offer from a bigger company and now I'm here, out of DHL and with all the possible improvements just in my mind. Sadly they see themselves as N 1 but it’s not truth. The key success for a delivery company was forgotten: ***CUSTOMER SATISFACTION and quickly actions to complete every delivery even before the estimated date***
Of course, I don’t use DHL service and the carrier company is the main aspect I check before shopping my stuff. However I guess every problem has a solution, as a former employee, as a customer my suggestions:
For you: UPS / Fedex are customer focused. They fail too but you’ll notice a faster resolution for your inquiry.
For DHL: you employee could be your future customer, daily details are most important than annual results.
Further questions? Email me!