After DHL Express Sub-Saharan Africa divisions earned 22 awards at the 10th annual Stevie Awards for Sales and Customer Service, Fatima Sullivan, DHL Express Customer Service VP, spoke Tuesday on the significance of customer service.
According to Sullivan, research shows that customers will spend more money for better service or spend more on those companies who they believe will provide better service.
"A good customer service department should understand the link between the way customers are managed and handled and the company’s bottom line," Sullivan said.
Research shows that three-quarters of consumers will abandon a company if they experience bad service and 50 percent will tell their friends and family about the negative experience, underscoring the damage that bad customer service can do to a company.
“These figures highlight the detrimental impact of poor customer service in terms of revenue loss and reputation, and why customer service needs be a key focus area for a company,” Sullivan said.
Therefore, DHL's goal is to continuously monitor customer comments, increase the company's understanding of feedback and make needed improvements.