Articles/Logistics

Certified International Specialists: Delivering Excellent Customer Service Quality

Certified International Specialists: Delivering Excellent Customer Service Quality

If you have read, seen, or heard about DHL Express before, there is a good chance that you would come across the term “Certified International Specialists” or CIS. So what, or rather who are Certified International Specialist?

WHAT IS CIS & CIM PROGRAMME? 

The Certified International Specialist (CIS) program focuses on those characteristics that make DHL Express the ‘Specialists in International Express’. CIS is designed to engage every member of DHL Express and brings to life a commitment to invest in our employees' future. Customers and colleagues worldwide benefit from the inspiration, know-how, and passion that sets DHL Express apart from the competition.

The CIS training platform is a modular program that covers culture, knowledge, and leadership training and engagement activities. It provides the specialized knowledge our people need to do their job competently and confidently.

The World’s Most International Manager Program and the Supervisory Excellence Academy is creating a team of DHL Express Managers and Supervisors who are inspired and capable of delivering 21st Century Leadership and driving the highest levels of performance and results across the business.

The CIS Passport is integral to CIS. The passport is our employees’ record of their journey through CIS as they gather stamps from courses completed and special recognition or events they have attended.

WHAT DOES THIS MEAN FOR OUR CUSTOMERS?

When you select DHL Express, you are not simply working with a logistics company, you are partnering with an organization of Certified International Specialists that are dedicated to providing you with a high level of consistent service, no matter which part of the world you might need DHL.

Certified International Specialists are guided by a core focus of having an “Insanely Customer-Centric Culture” or ICCC. This focus promotes the culture of understanding, addressing, and prioritizing our customer’s needs first, no matter how minor or insignificant it may seem. DHL Express’s management also places heavy emphasis on motivating their employees. 

While the CIS training is primarily focused on level-upping DHL Express employees, the material and structure of each lesson incorporate the history and journey of the organization in an enjoyable and enriching manner to inspire and create value amongst staff. This in turn steeps a deepened sense of ownership and dedication toward the ICCC focus.

One recent portrayal of DHL Express’s ICCC was amidst the COVID-19 pandemic in the early months of 2020. Upon the commencement of the government’s Circuit Breaker, many local businesses had to cease operations to adhere to safety measures, while only essential services were allowed to function. DHL Express Singapore was deemed an essential service due to the nature of our service – connecting Singapore to the rest of the world.

During this period, there was a surge in demand for international express transportation, as both customers and businesses alike were scrambling to send or receive medical equipment such as masks, gloves and other PPE. Under immense challenges from the restrictions of the airline industry, DHL Express still continued to focus on our customers and their urgent demands – a testament of our expertise as Certified International Specialists with the core focus of being Insanely Customer-Centric.

HOW DOES CIS HELP DHL EXPRESS SUCCEED?

Since commencing operations in 1969, DHL Express has established its presence in more countries, territories, and regions, gradually expanding its logistics service offerings to a wider base of customers all around the world. 

DHL Express’s focus is to provide a simple, all-inclusive door-to-door service for parcels and documents in a fast and reliable manner. As the world quickly took on to globalization, the demand for international travel and freight soared, playing a key role in defining the direction of the logistics industry. 

Understandably, offering a consistent service throughout multiple countries and regions has posed a formidable challenge, because no two countries were the same. Committing to fast transit times meant having an efficient network, requiring plenty of combined effort from all the staff at DHL Express to maintain, develop, and optimize its service to make it what it is today.

Much like a well-oiled machine, every aspect of DHL international delivery service has to be perfect as they are progressively co-dependent toward the end delivery. From the moment the courier picks up the shipment, to when it is processed and loaded on the airplane, to the arrival at the destination country and the multitude of customs regulations it can potentially face, up to the vast variance in the landscape of the last-mile delivery, DHL Express ensures that your shipment reaches your intended recipient in a timely and safe fashion.

Over time, DHL Express grew to be more than a logistics company. It became a global brand that exuded service quality, reliability, and – believe it or not, fashion! Customers all around the world would find the iconic logo being advertised in sporting events, fashion brands, and more. The challenge for DHL Express was to maintain its reputation as a first-class logistics brand.

Find out more about how our Certified International Specialists can assist you today!

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