Improving Service Recovery at DHL Express

DHL Express is part of the DPDHL group and the world seventh largest employer. The Global Head of Quality needed to increase the customer service teams confidence when responding effectively to customer scenarios, in particular those involving service recovery. For a global audience of 20,000 customer service advisors, this meant designing and developing an engaging hands-on learning experience focused on increasing empathy for customers and increasing competence in the service recovery toolkit. The outcome was a new programme designed as part of the global learning offer, translated into seven languages, and delivered by a team of global facilitators up-skilled via TTT.