DHL customer service

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Customer Service

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User Reviews

Posted by Anonymous


hi..i wanted to know the no.of the DHL office here in hongkong,i live here at Prince Edward rd.west.because i wanted to send an express letter for tomorrow..can you help me pls..thank you

Posted by Anonymous


I sent a letter from Germany to NY. It was mailed 2/27/14. I wanted to make sure it was tracked and signed for. I was assured it could be tracked. After waiting for 2 weeks for my letter to arrive, I decided to track it. WELL the tracking only goes as far as the US border then I have to track it with the USPS. After spending hrs on your lousy website I finally talked to someone who told me I had to call USPS and take it up with them. Which I did. It seems my letter in sitting in Customs. Now my question is why is a one page letter and envelope sitting in Customs????

Im trying to start an International Inquiry so it has to go to DHL Headquarters. Do you think I can find the Address?

What is the Address of DHL Headquarters AG in USA?

Posted by Rene


I had a parcel delivered from the States and the representative was not very helpful as it was delivered to my condo building with only my first name and apt #.

I re-booked it for the next day and another note was on the door with just my first name.

So, I called the only number I could get and it was a United States number, the lady was rather abrupt and gave me a Canadian number. Much to my delight, Charlene took the time to explain that whenever you are ordering a parcel and you live in a condo, You should definitely put your buzzer number down somewhere, as it is all considered private property.

So, I am passing this info along. Charlene was so patient and generous with her knowledge of how this system worked.

Also, rather than her counter part in the States, she was pleasant and very helpful.

She should really get a bonus or raise as, she is a prime example of how well a customer experience, should and can be.

Thanks so much,

Rene Besette

Posted by Anonymous


I tried to phone you.All I gotwas a garbled recorded message. I want information that is not on your web site.

Posted by Adrian


Some of the compliments i've received lately as below:

1) I spoke to your customer service officer named Adrian. He was very helpful and proactive. I just want you to know that he is a valuable asset in your company and he needs a raise. Please let everyone know how helpful he has been. More power to your team!

2) I would like to commend your employee, Adrian for providing such good customer service. I have called your line to ask for a courier service in Singapore, but apparently DHL isnt the right company to call. He responded to me very politely and gave me an alternative number to call and explained why DHL is unable to provide such service. I find this very praise worthy as not all customer service staff i talked to provided alternative options to me especially if that option is not a part of their business. I would appreciate it if you could include this commendation email on his evaluation files. Please train more cs staff like him as he has displayed the qualities of a good CS officer.

3) I would like to commend on a Customer Service Office Mr Adrian who answered my call on 8th Feb 9.40pm and assisted me in all areas of queries on my package. I was making the call from Malaysia and the reception was really breaking but he tried and pick up all the words and even have the ability to reconfirm my email address as it was different from the company name.
He is the best customer officer I have ever encounter all these year. Kindly forward this email to his boss or the relevant department.

4) Team,

I would like to share that Adrian has earned himself yet another compliment this year!... This would make his tally to 5 this year.

The customer is most impressed at the way he handled her service call. The words fantastic was used to describe her experience when Adrian was attending to her shipment, and after knowing that Adrian is part of the team that I manage, she quickly wants me to ensure that he is complimented for the great service that was rendered. Customer said that Adrian was very clear and handled her call really well. The experience made her feel safe that her shipment was in good hands and has boosted confidence in DHL.

However, today’s experience took an opposite turn to that.

I am very thankful for the great experience that Adrian has given customer, as it has greatly buffered the negative experience that customer is currently facing with the same parcel. (This was an escalation that I handled this evening). . If you were to read the trace, you will agree that it has very serious repercussions. I have to admit that it if weren’t for the very positive experience that Adrian has rendered to the customer the day before, the escalation this evening would have taken a very different turn

Team, this scenario is a very classic example that if we consistently hold high service standards with our customer, they can be a little more forgiving when things go wrong. Adrian’s excellent service to the customer, has allowed me to handle the escalation better.

Adrian in reading – Well done and keep up the good work!

5) Dear Sir,

I would like to commend Mr Adrian Soh on his helpful and polite service rendered regarding a shipment to London. He provided very clear and concise information, and was impeccably polite in his instructions and queries. He also highlighted the limitations of the UK customs and advised me wisely against shipping food to the UK to avoid inconvenience.

I hope that other customer service personnel strive to be as thorough and helpful as Mr Soh, as he has reaffirmed my decision in using DHL as a courier.

Warm regards,
Nataniel

6) Hi Adrian

Just a note to express my appreciation to you for emailing me the necessary forms to assist me with the shipment documentation to my daughter studying in Australia, as well as your patience in explaining to me the required information to be completed to facilitate the ease of processing and customs clearance.

My daughter has received the shipment today.

As I would like to send a complimentary letter to your organisation on your excellent service, could you advise who I can write to.

7) I would like to compliment Adrian for his excellent customer service. He went that extra mile, and extend his full assistance retrieving shipment details, dated 4 months back.

Adrian put himself in customer's situation on how important the information was to customer.

Pls do appreciate him as a staff of DHL Express, to allow other customer of yours to benefit from his service too. He portrays how high DHL Express service level can reach.

8) Thank you so much for your extremely professional assistance. I am pleasantly surprised at the painless way this delivery is handled, having experienced other courier companies' services. You may convey my message and thanks to your line manager by forwarding this mail to him.

Thanks again
Chwee

Hi, My name is Adrian and am proud to be part of a dynamic team like DHL express, in my country Singapore and in Asia, DHL is a brand, we are honored to be able to live up to it. All my colleagues received compliments on a monthly basis, now the customers here are very demanding and it's very easy to commit a genuine mistake and provoked a customer, then received a complain than to get a compliment. We strive to assist anyone, even if you are an international caller, please do not discount DHL in any way. Wish you have the best shipping experience everytime, otherwise we are here to assist you fully.

Customer Service Ratings

Based on 178 votes.

2.7

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DHL customer service news

DHL wins £30mn Virgin contract

Particular attention will also be given to customer service, both around the station and on-board. DHL aims to create a wow factor aligned to Virgin's brand values and ethos of putting the customer at the heart of everything it does. Central to this ...


DHL Global Forwarding Wins Silver Stevie ® Award for Innovation in Customer ...

MIAMI--(BUSINESS WIRE)--DHL Global Forwarding, the air and ocean freight specialist within Deutsche Post DHL, announces its U.S. customer service team has been selected as the Silver winner of the 8th Annual Stevie® Awards for Sales & Customer ...


DHL Global Forwarding Wins Silver Stevie® Award for Innovation in Customer ...

MIAMI, Feb 24, 2014 (BUSINESS WIRE) -- DHL Global Forwarding, the air and ocean freight specialist within Deutsche Post DHL, announces its U.S. customer service team has been selected as the Silver winner of the 8th Annual Stevie® Awards for Sales ...

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