At some point, regardless of the size, efficiency and professionalism by which you handle your business operations, there is bound to be one person who is not entirely satisfied with your services. The truth is that no one really likes to receive a complain; we’d all rather think that our products and services are great! However, when juggling several customers at a go, chances are that some will have some complains.
The one thing that all businesses should know is that complains are a gold mine; you get to know what you are doing wrong and how to get it right. Whats more, you can turn an upset customer into a brand ambassador! You only need to know what to say, how to say it, when to say it and what to do to make up for the shortcoming. Pretty easy, right?
Welcome to DHL Customer Complaints System
As you already know, DHL is a logistics company that deals with both global and local deliveries. Over the years, DHL has made its mark in the industry as a reliable partner for both business and personal deliveries, with millions of happy, satisfied customers. Their track record and their extensive networks both locally and internationally makes DHL the preferred logistics partner for businesses and individuals alike. However, despite their dedication to customer satisfaction, mishaps are bound to occur every now and then.
How DHL Handles Customer Complaints
Before you launch a complain with DHL, it is important to know the relevant offices to deal with, especially if you are initiating contact online. Since this is a global company, if you are not keen, your complaint might end up on a desk in a country several continents away. So for starters, make sure you have the right contacts for the right office (or at least the right country) so as to speed up the resolution process.
Once you are sure you have the right address, you need to have the following information at hand if you are a global forwarding individual/business customer. Keep in mind that you need to submit relevant and precise information to aid the customer service team in resolving your complaint in the fastest way possible. Therefore, you will need to have the following mandatory information when filling up an online complaints form.
Your name (and/or company name)
Your contacts (email address and phone number - including country code)
The freight service (air, ocean, road, customs clearance/delivery etc)
The tracking number of the shipment
The freight origin and destination country
Any relevant document can be attached (although it is not mandatory)
This is the simplest form to fill, the fastest and it can be used by anyone in the world to forward a complaint to DHL customer service team. It is important to give the necessary information as asked.
For corporate clients who use DHL logistics services, you may be required to fill a different form. Keep in mind that you need to give as relevant information as possible. Here is the information that is required of you.
Your identification (name, company name and your job title)
Your contacts (email address and phone numbers with country codes)
Your country of operation
The shipment complains (damage and/delay, order issues, quotation or booking, documentation, invoices, communication, and any other complaint type you may need to mention)
The type of service
Details of your complaint
The tracking number of the freight ( waybill number, invoice number, order number, etc)
The country of origin and destination of the freight
How To Contact DHL
It is always easy to make your complaint online and the customer service team will get back you in a short while. It is also the easiest way you can give all the details pertaining to your issue with no chance of misunderstanding.
However, if your issue is urgent, you might want to call the team and explain yourself. You can check out the DHL offices in your country to ensure that your complaint lands in the right office for quick response.
If you have a general query, you can also use the contact forms provided on the website. It is important to be as brief and concise as possible to help the agents better deal with your query. You can also visit the FAQ section to see if you can get an answer to your query; this is much easier and faster compared to directly contacting the customer relations team (unless you cannot find a suitable response on the FAQ pages).
DHL Complaints Response
Once you place a complaint through the online contact form, you will receive an email confirming the receipt of your query. You will get a response to your issue after a short while depending on the complexity of the issue at hand. If you do not get a response or notification within 24 hrs, it is advisable to check if the complaint was sent at all.