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cusotmer service deep dive - Coggle Diagram
cusotmer service deep dive
key note
4
can do
right first time
spped
passion
Role
this is the netowork
part of it
custome service kep point
promise
on time
dilverd
focus
great service
loyal
profitable
motivated people
kph
knowledge
polite
helpful
drvie customer laoylity
great service quality
dhl experss inittivs
predictive customer insight
evlutiong cusotmer epxeiece
expanding dgitial capblitites
nurturing talent in the digital area
how dhl differnce
promise great serivce
customer satsifaction
best in class
competetive advantage
Customer Service touchpoints
encompass various interactions with customers
handling compliments
processing sales leads
addressing service requests
managing security verifications
customer service framework
revenue-generating
outline the service solutions
Key Accounts Desk (KAD).
overarching role of Customer Service
aims to support existing customers
attract new ones globally
fostering loyalty and delivering excellence in service.
Customer Service align with DHL Express's vision and strategy
Knowledgeable, Polite, and Helpful (KPH),
intensely customer-centric culture (CCC).
How does Global SOP Express support Customer Service operations
ensure efficient cross-functional alignment
support seamless service delivery
It integrates data flow and emphasizes data quality and integrity critical for operational success.
key roles
key account desk
practivaly track shipment
notify customer for incident
falistte servcie recovery
support realtshinship devo;pmnet
contact center
primary point
shipping information
customer requriment
transit time
pricing
optional servcie
customer care
mange requests
anylaze service inciedints
resolve
tracing servcies
devolpmnet and support
training
workiforce sechulting
meeiting reporting
ensure efficinet customer servcice operations
contact center advicsor
first
handle
provide
accurate
transit times
pricing
alternative solutions
sales lead
optioaal servcie
process
covert intractions
tracing
complimetns
sales lead
service request
security verification
calims and comlaints processes
service breakdown
legal ofr finanical implications
booking
shipmnet pick up
modifying booking
handling cancellations
different Customer Service processes?
Track and Trace
initiating cases
determining its status
movement information
Booking
shipment pickups
status inquiries
modifications, and cancellations
General Customer Service
security verification
service requests,
sales leads
interactions
compliments
Key Accounts
Claims and Complaints
Global SOP Express
what