Customer Service with a ‘Wow’ from DPD
November 22, 2013
How often do you hear courier companies getting slammed for their poor customer service? In fact, it’s a topic that we’ve written about previously, when Yodel was in the firing line.
But today I experienced a real ‘wow’ moment when dealing with Dynamic Parcel Distribution (better known as DPD) and I’d like to share it with you as part of our drive to highlight the positive impact that providing great customer service can have.
Today I am awaiting a delivery and DPD are the selected parcel delivery company. Earlier today an email pinged into my inbox with an update about my delivery and stating that I could track its progress.
This is nothing new (and certainly not my wow moment) as these days pretty much all delivery companies notify clients when a parcel has left their depot and let you ‘track it’ on their website. Normally the page provides a broad estimate (usually many hours) of when the package will arrive along with a few lines of text saying that it’s been “scanned out of the depot’ and from then silence until it arrives.
But DPD have gone that extra step with their customer service and their parcel tracking service has provided me with a real wow moment. Their tracking page (see the image) informs you of the name of the driver (a nice touch adding a personal feel), the number of stops that he needs to make before he gets to you – and the stop number that he’s currently on – all enabling DPD to give a really accurate – and tightly defined – estimate of when the delivery will be made. It even comes with a handy little map to track the drivers’ progress as he or she makes their way towards you.
This, for me, is a perfect example of amazing customer service. It’s a the extra information that made me feel like I was fully in the loop and, because it’s something that they don’t have to do, it makes me feel valued. This has seriously increased DPD’s standing in my viewpoint and sets them apart from other delivery companies. I know that next time I want to send something via a parcel service I will most definitely be putting DPD at the top of my list.
It perfectly illustrates our belief that AMAZING CUSTOMER SERVICE = consistently exceeding customer expectations, and can only be achieved by a combination of excellent insight into your customer’s wants and needs, supported by stand-out processes and technology. DPD have demonstrated this perfectly.
DPD’s tracking information has had a huge impact on me, and all my colleagues who are also suitably impressed. They’ve now gone from a company I’ve heard about to one I fully intend to use. Not only that, I’ll be waxing lyrical about how great this feature is to all and sundry, which is never a bad thing for a company’s brand!