Release Date: 10 November 2010
Release ID: 4987
1 Gold and 1 Silver award in the Best Customer Service Professional of the Year in the under 100 Seats category
Singapore, 10 November 2010 – DHL, the world’s leading express company, bagged both Gold and Silver in the Below 100 seats category at the Contact Centre Association of Singapore (CCAS) Awards.
Two DHL Express customer service agents did their company proud when they walked away with the Gold and Silver awards respectively.
The CCAS Awards identifies and publicly recognises individuals, programs and centres that have attained excellence in customer experience, efficiency and effectiveness of operations. In the 10 years since its inception, the Awards have acquired such a stature and prestige as to make winning in any of its 17 Corporate or Individual categories a much coveted achievement.
Herbert Vongpusanachai, Managing Director for DHL Express Singapore said: “Customer service is and always will be an integral part of our brand and business. We are continuously looking at ways to improve service excellence as our goal has always been to deliver service with a smile and to go the extra mile for our customers to ensure they encounter world-class customer service experience at every DHL touchpoint.”
Hot on the heels of a study commissioned by DHL and conducted by the Economist Intelligence Unit (EIU), Herbert said: “The report entitled ’Greater expectations: Keeping pace with customer service demands in Asia Pacific’ had revealed that there is still much room for improvement in terms of customer service. We hope the report would be able to guide companies in Asia, particularly Singapore, to work towards higher standards in providing excellent customer service. The performance of our staff at the CCAS Contact Centre Awards bears testimony to DHL’s dedication to our customers and helps us measure our success against other companies in all industries.”
Christina Hah, Director of Customer Service, DHL Express Singapore added, “We are extremely proud of both of them. They deserve this recognition for all the hard work and passion they have shown in their professions. All of us have worked tirelessly to provide the top notch customer service levels we are known for and to receive this prestigious award is a reaffirmation of our position as one of the top customer service oriented companies in our industry. Our team is highly motivated, dedicated to provide consistent great service and we will continue to go the extra mile for our customers.”
The DHL Contact Centre is an in-house operation that manages the 24/7 DHL Express toll-free line at 1800-285 8888. This is not the first time the team has clinched such wins. DHL has also chalked up 126 past accolades globally in customer service satisfaction.
The Contact Centre Association of Singapore (CCAS), founded in 1998, is a not for profit, educational organization that focuses on technologies, operational approaches for, and business issues of local and global contact centres. The CCAS offers seminars, round-tables, panel discussions, leading-edge showcases, social events, networking opportunities, and its annual Contact Centre Awards and Regional Contact Centre Industry Symposium.
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