May 29, 2000
DHL New Zealand Customers Get Award Winning Service
It’s official! As far as the service industry is concerned DHL Worldwide Express is the best in the business for
treating its customers right.
DHL Worldwide Express was last night awarded first place in the “service” sector for New Zealand as part of an
international survey of customer service over the telephone and internet.
All aspects of customer service from their warmth of welcome and ability to listen effectively were used as means to
judge their performance.
DHL Worldwide Express, New Zealand’s leading international air express company, was one of about 100 companies which
took part in the 2000 Teleperformance International Grand Prix Customer Service Awards designed to measure how
effectively businesses are handling the contacts they receive and to compare how countries across the globe are dealing
with similar queries.
DHL New Zealand General Manager, Harlis Malkic, says the award win is an outstanding triumph for the company, providing
staff with the recognition they deserve for maintaining high quality, efficient customer service.
“We at DHL New Zealand are proud to receive an award highlighting our core business responsibility and what we strive
constantly to achieve – unsurpassed customer service,” says Mr Malkic. “The award reflects the strength in our internal
communications, customer support development and depth of skill as well as a reward for the smooth consolidation of new
infrastructure, services and products.”
The awards’ programme involves a survey team of trained ‘Grand Prix specialists’ who undertake a series of mystery
telephone calls to each participating company using a variety of predetermined scenarios. These are based on specific
criteria ranging from the call response time, level of product knowledge and overall operator “attitude and efficiency”.
This is first time DHL New Zealand has won an award in the Grand Prix Customer Service Awards, which have been held
internationally for twelve years and were introduced to New Zealand by Startel Teleperformance in 1997. The company was
placed eleventh in the awards last year.
Eleven industry sectors are represented in the awards of which ‘services’ is one category. Three overall Customer
Service Grand Prix winners were selected from the pool of sector winners and have been awarded the Diamond (first), Gold
(second) and Silver (third) Awards respectively.
Toyota New Zealand Ltd has been awarded the Diamond Award.
Please see attached fact sheet for more detailed information about the awards.
Released on behalf of DHL Worldwide Express by Porter Novelli New Zealand (Auckland)
For further information please contact:
Harlis Malkic DHL New Zealand 09 636 5000
021 624 480
Carolyn Wellburn Porter Novelli New Zealand (Auckland) 09 373 3786