Release Date: 10 June 2011
Release ID: 5292
CRE Award recognizes customer relationship excellence for DHL Global Forwarding’s North Asia Pacific CEO
Hong Kong, 10 June, 2011: DHL Global Forwarding North Asia Pacific CEO Dr. Kelvin Leung has been named CEO of the Year in this year’s prestigious Customer Relationship Excellence (CRE) Awards, the most important award of its kind in the Asia Pacific.
Dr. Leung said: “Sustainable success depends on relationships built on respect, trust and reliability which is why exceeding customer expectations is how we benchmark our performance. This award recognizes the exemplary work of every one of DHL Global Forwarding’s almost 6,000 employees in over 80 cities in North Asia Pacific, dedicated to developing loyal customers through exceptional customer service in fast growing and often, challenging, environments. It is an honor to receive this award.”
Established nine years ago by the Asia Pacific Customer Service Consortium (APCSC), the CRE Awards promote service quality and customer relationship excellence in Asia Pacific. The annual program recognizes individuals, companies, business units and teams that have made outstanding contributions to the success of their customers and their organizations.
Dr. Leung has over 20 years experience in the transport and logistics business in Asia, joining DHL in 2002 and becoming CEO of DHL Global Forwarding in 2008. DHL Global Forwarding employs over 40,000 people in 150 countries and is the world’s leader in air freight. In North Asia Pacific, DHL Global Forwarding has over 48,000 customers and employs more than 5,770 employees.
Dr. Leung highlighted three winning components contributing to customer relationship excellence at DHL Global Forwarding. First is strong business performance and growth driven by new solutions such as expanded ‘Less Than Container Load’ (LCL) services to enhance customer benefits. Second is continuous reinvention and improvement encapsulated in programs such as First Choice, a six sigma standard which raises customer service quality through continuous process improvement. Over 200 new First Choice measures were put into action with customers in 2010. Third is sustainable development which is achieved by giving back to communities in which DHL Global Forwarding operates under its three corporate responsibility pillars, GoGreen, GoTeach and GoHelp. In 2010, DHL opened the DHL Spring Bud School in Sichuan built by the company as part of a GoHelp rehabilitation effort following the 2008 earthquake.
“Quality and reliability are the only ways to satisfy our customers’ needs. Our customer satisfaction scores are over 95%, driven by First Choice initiatives such as interactive speech processing, which made enhanced dialogue between our customers and employees possible. These initiatives reflect our commitment to quality and reliability to our customers,” said Dr. Leung.
CRE Award judging follows Customer Service Quality Standard (CSQS) criteria. Winners need to demonstrate vision and leadership in building the organization with strong customer loyalty, superior brand and strong financial performance with customer-centric culture. A top accolade, the CRE CEO Award has recognized many industry leaders and professionals for their customer-centric service innovations and leadership. Previous honorees include Alex C.C. Chien, Chunghwa Telecom, Lau Ka Shi, Bank Consortium Trust Company Ltd and Tom Merhrmann, Ocean Park Hong Kong.
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