After paying £30 for courier delivery services as charged
by TLS Nigeria (visa center) to return documentation of family members who had applied for visas. The TLS (visa center) courier company or contractor of
choice DHL Nigeria had a light taste of my wrath,they had it coming when one of DHL delivery man with wrong attitude came calling.
The name DHL should sound like a reliable and
respectable courier company right?
Well here’s my story.
Just before midday on Monday my phone rings, and it’s the DHL delivery guy, he had
called to ask for directions to deliver a package to my home address and I was at work; I enquired from him, if he is already on my
street he confirmed he is but can’t find the address. I said just give me
a land mark what you see where you standing and I will direct you? with a raised voice tone he goes he can’t find any.
I said Ok, take this direction – pass the first junction to your right, keep going and by the second junction still on your right – you will see apartment blocks an (estate) directly to your left and as was talking, I got a very rather rude responses, he blurted out harshly, “ I don’t have call credit for all this direction, I have other delivery and he cut the call on me” I looked at my mobile phone, and said hello, hello in disbelief, my goodness imagine the rudeness! for all the money spent, HELL NO!
I said Ok, take this direction – pass the first junction to your right, keep going and by the second junction still on your right – you will see apartment blocks an (estate) directly to your left and as was talking, I got a very rather rude responses, he blurted out harshly, “ I don’t have call credit for all this direction, I have other delivery and he cut the call on me” I looked at my mobile phone, and said hello, hello in disbelief, my goodness imagine the rudeness! for all the money spent, HELL NO!
Now,I
know it’s a permitted culture to swallow most forms or sorts of bad, horror
like and very rude customer service in Nigeria especially from public sector/organizations, but this is a commercial giant, a multinational company in the private sector. I would
want to believe that they maintain a certain global standard when it comes to
customer service levels and this ought be localized in Nigeria-so why did Mr delivery man just go nasty on me for no reason?.
Well
if this DHL courier delivery man is not aware and probably has not been trained
appropriately or he fails to follow his training, he is about to realize that
things are changing and most definitely times have changed I won’t take his
“Rudeness” not after paying £30
I have said before on previous post, there’s a lot of power in the hand of a consumer's, if you know the power technology, and the use of social media. At the same time rather unfortunately many brands,big,small, public or private are failing to navigate the use of social media properly at a peril to their brand image. Anyway thats story for another day, in this case I was not going to take this to social media and do a DHL bashing,although I was surprised to see loads of it when I checked for a DHL handle on twitter.See the some good,many bad and ugly ones below.
I have said before on previous post, there’s a lot of power in the hand of a consumer's, if you know the power technology, and the use of social media. At the same time rather unfortunately many brands,big,small, public or private are failing to navigate the use of social media properly at a peril to their brand image. Anyway thats story for another day, in this case I was not going to take this to social media and do a DHL bashing,although I was surprised to see loads of it when I checked for a DHL handle on twitter.See the some good,many bad and ugly ones below.
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| The Dreadfully Pissed off Customer |
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| The Reasonable but Vexed Customers |
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| The Shocked Customer |
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| Hmm,Rudely Treated Customer (we in same class) |
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| The Equal Value for Premium Spend Customer |
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| The Extremist Customer (DHL you,lucky she dont have a gun,lol) |
On
this one I will take it up with DHL customer service, they are bound to have
one, and yes they did when I checked out their website. So I filled out the
customer complaint form, thanks to truecaller I had the delivery guys name and stated this on the form, once again the power of having a useful techy app. Though a bit apprehensive wondering if I would even get any reply from DHL customer service but for good measure and since they had a DHL Express compliant form as well that take customers complaints,- Straight to the Top to make complaints to higher authority, I filled that
too. Talk about killing a fly with a sledgehammer,but forgive me,I have to see the end of this matter, not just because I got shoddy treatment for a service I paid for, but also because the package I was expecting contained very important and confidential documents.
A few hours later I got an email from Regional SSA Straight to the Top Office, apologizing and promising that the issue raised will be investigated, reviewed and a feedback sent before the end of the day, wow ! I was really surprised, I really did doubt if they would take my complaint seriously or act promptly enough but thankfully they did.
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| The Email |
Well I dropped that call and in just a few
minutes later another call from DHL customer service again,this time a lady with a third apology and some explanation about, the delivery man actually running out of credit and finding
it hard to locate the address etc.I said,well simple courtesy would have saved the day, there’s nothing stopping him from
asking me to kindly call him back, but rather he would raise his voice,
complain about not finding the address and saying he can’t waste his credit on just
one call. He chose the high road not me,and respect is very much reciprocal since he didn’t show any, I was too busy with my own work to condone his nasty attitude. Hence I directed this to you good (customer service) folks to ensure I get value for the service I paid for.
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| Not all BAD stories, some satisfied DHL Customers |
The
very polite customer care lady, assured me my package will be delivered today. The
driver had been instructed to ensure he delivers it, so to help him get
directions she will get the delivery guy on the line for a two way call and have me give him directions
again I said fine by me. Phone ring and Mr. Delivery man answers now sounding a lot more toned
down, I gave him vivid directions again much like I had given him initially and the name of who will sign for the
package.
He made attempts to explain why
he couldn’t find the place yad, yad ,yad.. but honestly it don’t matter now, just
take it as a learning curve and move on. I don’t know how long you have been a delivery man, or maybe you got off on the
wrong side of the bed this morning, but just learn and move on – never by nasty to
a customer, if you don’t know what to say, say nothing. Anyway these were just
my thoughts I didn’t say none of that on the phone.
7pm driving back home from work, phone rings and its DHL guy, he
says the package has been delivered, I say thank you very much- deal closed.
Four minutes later on the last stretch of road before my street a boxy DHL delivery van
drives past me on the other side of the road, Mr. delivery man not knowing thats Mr ITK that gave him a hard day but for me all I could say like Louie Armstrong sang, “ I say to myself, what a wonderful world”
My complaint sent to DHL
I am expecting
delivery of a package with waybill number 81XXXXXX30, today in Port Harcourt
Nigeria. Your delivery man with Phone number 08X90XXXX79 Name Mr.F...,called
for direction, I was explaining this to him, but he was extremely rude on the phone,was not listening to my directions
and eventually cut the call on me complaining he cannot be wasting his call
credit. I find this appalling coming
from an organization like DHL and considering I am expecting delivery of
sensitive documents from TLS (
Teleperformance Nigeria) I will be making a formal complaint to TLS as well.
Since this is not a free but paid for service, I would expect a certain level
of customer service, the least I expect is being treated very rudely by a DHL
staff.
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| Oga at the TOP, Talking that talk, but they walking it ? |
While
I am impressed by the speed of responses to resolve this issue, because I “took
it to the top” as they say – I noticed online there’s loads and loads of complaints
about DHL service. My 2cents for DHL Nigeria, is you probably need to take it to the bottom by giving more
training “to the bottom” the delivery men, and then maybe we won’t need to “take
it to the top”.
Mr. delivery guy really is the customer /DHL interface on daily basis. If you deliver trust as your slogan goes, then I rather speak to a trust
sounding respectable delivery guy, and not a rude one – the right training can
make just that difference.
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