Training returns DHL Express to the road of exceptional customer service
Purpose – This paper aims to chart the success of employee development at DHL Express. Design/methodology/approach – It explains the background to two training programs at the company, the form they take and the results they are achieving. Findings – The paper reveals that, when employee engagement showed signs of dipping among the company's 100,000 employees, it sought training that would ignite the inspiration, know‐how and passion of its people. It commissioned learning and development agency NKD Learning to help. Practical implications – This study highlights the key roles played by the chief executive and the board, who were not only involved in the design and development of the programs, but also trained and certified by NKD as facilitators of each module. They deliver the launch programs to their top 150 executives – with the expectation that they then train their direct reports – and run train‐the‐trainer events with NKD facilitators. Social implications – It stresses the importance of training in improving customer service, employee morale and company profits. Originality/value – The paper gives the inside story of the development and application of employee training at a major international company.
Year of publication: |
2013
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Published in: |
Human Resource Management International Digest. - Emerald Group Publishing Limited, ISSN 1758-7166, ZDB-ID 2082534-1. - Vol. 21.2013, 5, p. 26-29
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Publisher: |
Emerald Group Publishing Limited |
Subject: | Leadership development | Customer service | Training | Logistics and distribution | Leadership | Customer service management |
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