Análisis de las estrategias de DHL entorno al servicio al cliente
Ramirez Espindola, Anngie Paola
Peña Silva, Miguel Alfonso
This paper is an analysis of DHL's strategies around customer service and the strategies it undertakes to be one of the best third-party global employers and service providers. The methodology used was descriptive and demonstrative according to the information collected in the business mission at DHL express in Panama and the official information on its website. In addition, the model of the three components was proposed with the objective of explaining how, from the characteristics, environment and delivery of the service, DHL strives to ensure that the client receives a magnificent service and that all its stakeholders are committed to the activity of the company. Finally, a discussion was held on all the actions and efforts that the company has made such as programs to improve customer service up to the multiple courses that the company offers to empower employees. As shown, it was concluded that the company with clear, measurable and attainable strategies to get to have the reputation it has achieved to this day. Corporate responsibility, the invention of technology and the great meaning that personnel have for the company have been key elements in the transition of DHL's success.