DHL and Customer Service – How Not to Excel

This is NOT an example of customer service excellence! 

 Jim Gossett is a good friend of mine. He also is the Chamber Executive in Carroll County, Iowa. Recently Jim, knowing how much I like examples of good and bad customer service, shared this litany of correspondence with me. It all started when Jim asked this question to DHL using their web site:

Saturday, October.06, 2007 at 07:18 a.m.

Our chamber of commerce is trying to recruit a company that demands reliable overnight shipping. I would like to speak personally with a representative of your company. thank you. Jim Gossett

Monday, October 08, 2007 8:31 AM

Dear Jim Gossett,

Thank you for contacting DHL. We apologize for any inconvenience this may have caused you. Please visit our nearest service center so that one of representative will be glad to assist you further i this regard. Please provide me the zip code so that I can get back to you with the address of the nearest service center. If I can be of further assistance please advise. 

Thank you for using DHL.

Marshall
DHL Express
Customer Service

Monday, October 08, 2007  09:06 AM


I merely want to speak personally with a representative of your company. If it is possible to have someone call me at 712.830.0817 that would be great. If it matters what my zip code is: 51401.  Jim Gossett

Monday, October 08, 2007 12:05 PM

Dear Jim Gossett,

Thank you for your reply,

We apologize for any inconvenience this may have caused you. Please visit our nearest service center at the below given address, so that one of our representative will be glad to assist you further in this regard.

Des Moines Station, 5016, Park Ave, Des Moines, IA, 50321

If I can be of further assistance please advise. 

Thank you for using DHL.

Marshall
DHL Express
Customer Service

Monday, October 08, 2007  10:44 AM

I gather from your message that no one will be calling me. Is it possible for you to provide me a phone number for the Des Moines Station so I can call you for information about your service?

 Based on our correspondence so far, I think I know what I need to tell my prospective client about your service…don’t get your hopes up.

Jim

712.830.0817

Monday, October 08, 2007 1:16 PM
 

Dear Jim Gossett,

Thank you for your reply,

We apologize for any inconvenience this may have caused you. Unfortunately we do not have the phone numbers of our service center, please visit our service center for the details about shipping.

If I can be of further assistance please advise. 

Thank you for using DHL.

Marshall
DHL Express

Customer Service

Now, needless to say this is not a comedy routine although I can see where you might think it could be the old “Who’s on first?”

Jim Gossett will never have the “good feeling” he could have gotten from a prompt, courteous and focused reply to his question to DHL.

If there are other examples of “less than memorable customer service” that you would like to share with me please send them to me at drdarryl@aol.com

Oh yes, you can imagine what Mr. Gossett told his client about DHL.

Another one bites the dust!

 Until next time.

Dr. Darryl

L. Darryl Armstrong

ARMSTRONG and Associates

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