Deutsche Post receives certificate for quality management in customer service

Customer service's quality management system in the MAIL division of Deutsche Post fulfills international standard requirements according to DIN EN ISO 9001:2000. That was now also certified to the company as the result of a successful certification procedure.

Costly audits and comprehensive documentation provided the basis of the certification performed by DNV Zertifizierung und Umweltgutachter GmbH. The certificate is valid for three years, during which the certifier reviews the quality management system once annually in the framework of a follow-up audit.

The task of customer service is to fulfill the wishes and requests of the customer, whether these are complaints, questions about products and services or order processing. This should be accomplished quickly and reliably with personal commitment and, last but not least, respectful, friendly and constructive interaction with customers. A quality management system is the foundation for consistently orientating all existing structures and processes toward the customer and the fulfillment of his or her wishes and requests. Weak spots are eliminated, organization gaps closed, and proven solutions systematized and further developed. With EASO ("excellent activities in service organization"), Deutsche Post's own quality management system developed specifically for this, the company now has at its disposal a recognized foundation at the international level.

"We don't want to just satisfy our customers. We want to delight them. The type of service provision increasingly leads our mail customers to their purchasing decision. We have to persuade them with excellent service and outstanding quality. And effective quality management helps us do just that. Successful certification from an independent auditor shows us that we are on the right path," said Eckhard Schlingman, Director of the Customer Service Quality Campaign at Deutsche Post.

Already in the previous year the company was certified for the quality management of mail production as well as DHL parcel production.