DPD: «How do you organise your customer interactions and what approach do you use to ensure smooth communication?»
Jenny: «My work is very varied because every customer has different needs. Personally, I attach great importance to building a close relationship with our customers, even if a customer is not actively seeking contact with us. It's important to me to prepare well for every conversation by reviewing previous interactions. This allows me to address concerns efficiently while respecting the customer's time.»
DPD: «What challenges do you face in your day-to-day work? For example, have you ever had a difficult customer interaction that you were able to turn into a positive experience in the end?»
Jenny: «Yes, there are always situations like that. I once had a customer on the phone who only sent a very small number of parcels per month, but absolutely wanted the driver to come round every day. However, this was not feasible from a logistical point of view and the customer felt that our cancellation was unprofessional. Instead of simply saying ‘No, that's not possible’ at that moment, I took the time to explain the background in detail. I formulated our challenges from his perspective and offered him alternatives. In the end, he accepted our decision. In such cases, it is crucial not only to remain objective, but also to engage with the customer's ‘language’ and to see it partly from their perspective.»
