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Certified International Forwarder Program Guide
- 3. OUR AMAZING WORLD, OUR AMAZING PEOPLE
- 5. OUR AMAZING WORLD, OUR AMAZING PEOPLE
- 10. WORKING TOGETHER
- 12. SHARE STORIES ASK QUESTIONS WORKING TOGETHER
- 13. SHARE STORIES ASK QUESTIONS RESPECT EACH OTHER WORKING TOGETHER
- 14. SHARE STORIES ASK QUESTIONS RESPECT EACH OTHER HONESTY AND CONFIDENTIALITY WORKING TOGETHER
- 15. SHARE STORIES SAFETY ASK QUESTIONS RESPECT EACH OTHER HONESTY AND CONFIDENTIALITY WORKING TOGETHER
- 16. SHARE STORIES SAFETY ASK QUESTIONS BE ON TIME RESPECT EACH OTHER HONESTY AND CONFIDENTIALITY WORKING TOGETHER
- 17. SHARE STORIES SAFETY ASK QUESTIONS BE ON TIME RESPECT EACH OTHER NO MOBILE DEVICES HONESTY AND CONFIDENTIALITY WORKING TOGETHER
- 18. SHARE STORIES SAFETY ASK QUESTIONS BE ON TIME RESPECT EACH OTHER NO MOBILE DEVICES HONESTY AND CONFIDENTIALITY JOIN IN ...AND HAVE FUN! WORKING TOGETHER
- 19. THE AMAZING WORLD OF DHL GLOBAL FORWARDING
- 21. KEY TRADE FLOWS
- 22. AIR FREIGHT
- 23. OCEAN FREIGHT
- 24. WE ARE TRULY GLOBAL
- 25. EXPERTS IN ACTION – CONSOLIDATING OUR SHIPMENTS
- 27. EXPERTS IN ACTION – CONSOLIDATING OUR SHIPMENTS
- 29. Which one is volumetric and which one is dense? Skids of bricks Box of ping pong balls VOLUMETRIC AND ACTUAL WEIGHT
- 31. 10:00
- 36. ULD Loose Cargo = €34.40 profit THE BEST CONSOLIDATION
- 37. A WIN-WIN FOR US AND OUR CUSTOMERS
- 38. FREIGHTSECURITY A WIN-WIN FOR US AND OUR CUSTOMERS
- 39. PERFORMANCE FREIGHTSECURITY A WIN-WIN FOR US AND OUR CUSTOMERS
- 40. COST PERFORMANCE FREIGHTSECURITY A WIN-WIN FOR US AND OUR CUSTOMERS
- 41. WHY ARE WE THE EXPERTS?
- 42. 10 REASONS WE ARE THE FREIGHT FORWARDING EXPERTS
- 44. 9
- 45. 850 LOCATIONS IN 150COUNTRIES AND TERRITORIES
- 46. 8
- 47. 7 MILLIONCUSTOMS ENTRIES PER YEAR
- 48. 7
- 49. GLOBAL LEADER IN AIR FREIGHT: OVER10,000 SCHEDULED CONSOLIDATIONS EVERY WEEK
- 50. 6
- 52. 5
- 53. 245TRADE LANE MANAGERS WITH 2,600YEARS OF TOTAL EXPERIENCE
- 54. 4
- 55. UNMATCHED INDUSTRY EXPERTISE IN NINEGLOBAL SECTORS
- 56. 3
- 58. 2
- 59. WE’RE PART OF DPDHL GROUP, THE WORLD’S LEADING LOGISTICS COMPANY
- 60. 1
- 62. THE FREIGHT FORWARDING EXPERTS. SINCE 1815.
- 66. TAKEABREAK
- 67. TAKEABREAK
- 68. TAKEABREAK
- 69. SESSION 2 SIMPLY THE BEST
- 70. SESSION 2 SIMPLY THE BEST
- 77. DPDHL GROUP
- 78. DPDHL GROUP Post Parcel Germany DHL Customer Solutions Innovation Global Business Services eCommerce Solutions Express Global Forwarding, Freight Supply Chain
- 79. THE BIG QUIZ PART 1
- 80. DPDHL GROUP NUMBER OF COUNTRIES AND TERRITORIES A – 175 B – 190 C – Over 220 Q1.
- 81. DPDHL GROUP NUMBER OF COUNTRIES AND TERRITORIES A1 – 175 B1– 190 C1 – Over 220 Q1.
- 82. DPDHL GROUP COLLEAGUES A1 – 290,000 B1 – 480,000 C1 – 500,000 Q2.
- 83. DPDHL GROUP COLLEAGUES A1 – 290,000 B1 – 480,000 C1 – 500,000 Q2.
- 84. LETTERS DELIVERED EACH WORK DAY IN GERMANY A – 60 Million B – 64 Million C – 70 Million Q3.
- 85. LETTERS DELIVERED EACH WORK DAY IN GERMANY A – 60 Million B – 64 Million C – 70 Million Q3.
- 86. DHL EXPRESS SHIPMENTS EACH DAY A – 500,000 B – 600,000 C – 700,000 Q4.
- 87. DHL EXPRESS SHIPMENTS EACH DAY A – 500,000 B – 600,000 C – 700,000 Q4.
- 88. DHL EXPRESS DEDICATED AIRCRAFT A – 250 B – 300 C – 350 Q5.
- 89. DHL EXPRESS DEDICATED AIRCRAFT A – 250 B – 300 C – 350 Q5.
- 90. DHL SUPPLY CHAIN EMPLOYEES A – 124,000 B – 148,000 C – 160,000 Q6.
- 91. DHL SUPPLY CHAIN EMPLOYEES A – 124,000 B – 148,000 C – 160,000 Q6.
- 92. DHL SUPPLY CHAIN STORAGE AREA A – 12,000,000m2 B – 12,750,000m2 C – 13,740,000m2 Q7.
- 93. DHL SUPPLY CHAIN STORAGE AREA A – 12,000,000m2 B – 12,750,000m2 C – 13,740,000m2 Q7.
- 94. DHL FREIGHT COLLEAGUES A – 12,300 B – 12,400 C – 13,300 Q8.
- 95. DHL FREIGHT COLLEAGUES A – 12,300 B – 12,400 C – 13,300 Q8.
- 96. DHL FREIGHT SHIPMENTS PER DAY A – 120,000 B – 130,000 C – 140,000 Q9.
- 97. DHL FREIGHT SHIPMENTS PER DAY A – 120,000 B – 130,000 C – 140,000 Q9.
- 100. OUR AMAZING FUTURE
- 101. THE BIG QUIZ PART 2
- 102. WHAT IS THE VISION OF DPDHL GROUP? Q1.
- 103. WHAT IS THE VISION OF DPDHL GROUP? The Logistics Company for the World. Q1.
- 104. WHAT IS THE MISSION (CUSTOMER PROMISE) OF DPDHL GROUP? Q2.
- 105. WHAT IS THE MISSION (CUSTOMER PROMISE) OF DPDHL GROUP? Excellence. Simply delivered. Q2.
- 106. WHAT IS THE PURPOSE OF DPDHL GROUP? Q3.
- 107. WHAT IS THE PURPOSE OF DPDHL GROUP? Connecting People, Improving Lives Q3.
- 108. WHAT ARE THE TWO DPDHL VALUES? Q4.
- 109. WHAT ARE THE TWO DPDHL VALUES? Respect and Results Q4.
- 110. WHAT ARE DPDHL GROUP’S 3 BOTTOM LINES? Q5.
- 111. WHAT ARE DPDHL GROUP’S 3 BOTTOM LINES? Employer of Choice Provider of Choice Investment of Choice Q5.
- 112. WHAT IS DPDHL GROUP’S STRATEGY 2025? Q6.
- 113. WHAT IS DPDHL GROUP’S STRATEGY 2025? Delivering excellence in a digital world Q6.
- 114. CONGRATULATIONS!
- 115. CHANGE FOR GOOD
- 116. CHANGE FOR GOOD
- 117. CHANGE FOR GOOD
- 118. OUR GOALS
- 120. OUR GOALS
- 121. OUR GOALS
- 122. OUR GOALS
- 123. OUR GOALS
- 124. “If you don’t like something change it. If you can’t change it, change your attitude.” Maya Angelou American author, poet and civil activist
- 125. THE STORY SO FAR
- 126. REPLAY WORK AS ONE TEAM OUR AMAZING FUTURE SIMPLY AMAZING REWIND OUR ENTREPRENEURIAL SPIRIT OUR PASSION FOR CUSTOMERS – PART 2 OUR PASSION FOR CUSTOMERS – PART 1 SIMPLY THE BEST WE ARE EXPERT FREIGHT FORWARDERS OUR EXCELLENT OPERATORS THE STORY SO FAR
- 127. REPLAY WORK AS ONE TEAM OUR AMAZING FUTURE SIMPLY AMAZING REWIND OUR ENTREPRENEURIAL SPIRIT OUR PASSION FOR CUSTOMERS – PART 2 OUR PASSION FOR CUSTOMERS – PART 1 SIMPLY THE BEST WE ARE EXPERT FREIGHT FORWARDERS OUR EXCELLENT OPERATORS THE STORY SO FAR
- 128. REPLAY WORK AS ONE TEAM OUR AMAZING FUTURE SIMPLY AMAZING REWIND OUR ENTREPRENEURIAL SPIRIT OUR PASSION FOR CUSTOMERS – PART 2 OUR PASSION FOR CUSTOMERS – PART 1 SIMPLY THE BEST WE ARE EXPERT FREIGHT FORWARDERS OUR EXCELLENT OPERATORS THE STORY SO FAR
- 129. TAKEABREAK
- 130. TAKEABREAK
- 131. TAKEABREAK
- 134. OUR PIONEERS
- 136. OUR PIONEERS
- 137. OUR VALUES
- 138. ENTREPRENEURSHIP WE DO THINGS IN A WAY THAT SAVES TIME, EFFORT AND MONEY FOR US AND OUR CUSTOMERS OUR VALUES
- 139. PASSION WE REALLY CARE FOR OUR CUSTOMERS, THEIR GOODS AND DGF AS IF THEY WERE OUR OWN ENTREPRENEURSHIP WE DO THINGS IN A WAY THAT SAVES TIME, EFFORT AND MONEY FOR US AND OUR CUSTOMERS OUR VALUES
- 140. EXCELLENCE WE ALWAYS AIM TO GET THINGS RIGHT 1ST TIME TO DELIVER OUR PROMISES TO CUSTOMERS PASSION WE REALLY CARE FOR OUR CUSTOMERS, THEIR GOODS AND DGF AS IF THEY WERE OUR OWN ENTREPRENEURSHIP WE DO THINGS IN A WAY THAT SAVES TIME, EFFORT AND MONEY FOR US AND OUR CUSTOMERS OUR VALUES
- 141. TEAMWORK WE WORK TOGETHER TO DELIVER AN OUTSTANDING EXPERIENCE TO OUR CUSTOMERS EXCELLENCE WE ALWAYS AIM TO GET THINGS RIGHT 1ST TIME TO DELIVER OUR PROMISES TO CUSTOMERS PASSION WE REALLY CARE FOR OUR CUSTOMERS, THEIR GOODS AND DGF AS IF THEY WERE OUR OWN ENTREPRENEURSHIP WE DO THINGS IN A WAY THAT SAVES TIME, EFFORT AND MONEY FOR US AND OUR CUSTOMERS OUR VALUES
- 142. TEAMWORK WE WORK TOGETHER TO DELIVER AN OUTSTANDING EXPERIENCE TO OUR CUSTOMERS EXCELLENCE WE ALWAYS AIM TO GET THINGS RIGHT 1ST TIME TO DELIVER OUR PROMISES TO CUSTOMERS PASSION WE REALLY CARE FOR OUR CUSTOMERS, THEIR GOODS AND DGF AS IF THEY WERE OUR OWN ENTREPRENEURSHIP WE DO THINGS IN A WAY THAT SAVES TIME, EFFORT AND MONEY FOR US AND OUR CUSTOMERS OUR VALUES
- 149. OUR VALUES – ENTREPRENEURSHIP
- 150. ENTREPRENEURSHIP WE DO THINGS IN A WAY THAT SAVES TIME, EFFORT AND MONEY FOR US AND OUR CUSTOMERS OUR VALUES – ENTREPRENEURSHIP
- 151. › I am flexible and adapt to our Customers’ needs and the changing market OUR VALUES – ENTREPRENEURSHIP
- 152. › I am flexible and adapt to our Customers’ needs and the changing market › I always ask myself ‘is there a better way to do this?’ OUR VALUES – ENTREPRENEURSHIP
- 153. › I am flexible and adapt to our Customers’ needs and the changing market › I always ask myself ‘is there a better way to do this?’ › I think and act beyond my local area when finding the best Customer solution OUR VALUES – ENTREPRENEURSHIP
- 154. › I am flexible and adapt to our Customers’ needs and the changing market › I always ask myself ‘is there a better way to do this?’ › I think and act beyond my local area when finding the best Customer solution › I am a Freight Forwarding expert, constantly developing my knowledge so I can make the most of every opportunity OUR VALUES – ENTREPRENEURSHIP
- 155. › I am flexible and adapt to our Customers’ needs and the changing market › I always ask myself ‘is there a better way to do this?’ › I think and act beyond my local area when finding the best Customer solution › I am a Freight Forwarding expert, constantly developing my knowledge so I can make the most of every opportunity › I think, feel and act as if it was my own business while respecting our code of conduct OUR VALUES – ENTREPRENEURSHIP
- 156. › I am flexible and adapt to our Customers’ needs and the changing market › I always ask myself ‘is there a better way to do this?’ › I think and act beyond my local area when finding the best Customer solution › I am a Freight Forwarding expert, constantly developing my knowledge so I can make the most of every opportunity › I think, feel and act as if it was my own business while respecting our code of conduct › I build long-term and profitable relationships with my Customers and carriers for the benefit of our network OUR VALUES – ENTREPRENEURSHIP
- 157. LIVING OUR VALUES
- 158. LIVING OUR VALUES
- 159. LIVING OUR VALUES
- 160. TAKEABREAK
- 161. TAKEABREAK
- 162. TAKEABREAK
- 163. SESSION 4 OUR PASSION FOR CUSTOMERS – PART 1
- 164. SESSION 4 OUR PASSION FOR CUSTOMERS – PART 1
- 165. OUR VALUES
- 166. TEAMWORK WE WORK TOGETHER TO DELIVER AN OUTSTANDING EXPERIENCE TO OUR CUSTOMERS EXCELLENCE WE ALWAYS AIM TO GET THINGS RIGHT 1ST TIME TO DELIVER OUR PROMISES TO CUSTOMERS PASSION WE REALLY CARE FOR OUR CUSTOMERS, THEIR GOODS AND DGF AS IF THEY WERE OUR OWN ENTREPRENEURSHIP WE DO THINGS IN A WAY THAT SAVES TIME, EFFORT AND MONEY FOR US AND OUR CUSTOMERS OUR VALUES
- 167. BRANDS
- 168. WHAT IS A BRAND? IS IT...
- 169. IT’S A PROMISE A LOGO? WHAT IS A BRAND? A SLOGAN? AN ADVERT? A PRODUCT? WHAT IS A BRAND? IS IT...
- 170. IT’S A PROMISE A LOGO? WHAT IS A BRAND? A SLOGAN? AN ADVERT? A PRODUCT? WHAT IS A BRAND? IS IT...
- 171. IT’S A PROMISE A LOGO? A SLOGAN? AN ADVERT? A PRODUCT? WHAT IS A BRAND? IS IT...
- 172. IT’S A PROMISE A LOGO? A SLOGAN? AN ADVERT? A PRODUCT? WHAT IS A BRAND? IS IT...
- 173. IT’S A PROMISE A LOGO? A SLOGAN? AN ADVERT? A PRODUCT? WHAT IS A BRAND? IS IT...
- 174. EXCELLENCE. SIMPLY DELIVERED. DPDHL CUSTOMER PROMISE (OUR MISSION)
- 175. The Freight Forwarding Experts. Since 1815. DGF SERVICE PROMISE
- 179. OUR CUSTOMER NEEDS
- 180. Damage/loss free delivery Proactive exception communication Competitive price Reliability of pick up and transit time Exception resolution Accessibility of staff Speed Caring attitude of staff Shipment visibility Staff knowledge of service portfolio Source: DGF Customer Needs Survey Voice of the customer “Basic service at fair price matters the most…” “ …followed by high transport quality and engaged staff” Top 5 Top 10 OUR CUSTOMER NEEDS
- 184. THE DIFFERENCE THAT MAKES THE DIFFERENCE
- 185. THE DIFFERENCE THAT MAKES THE DIFFERENCE
- 186. THE DIFFERENCE THAT MAKES THE DIFFERENCE
- 187. OUR SERVICE CYCLE
- 192. PASSION IN ACTION
- 193. PASSION IN ACTION
- 194. PASSION IN ACTION
- 195. WHAT IS PASSION FOR CUSTOMERS?
- 197. WHAT IS PASSION FOR CUSTOMERS?
- 198. OUR VALUES – PASSION
- 199. PASSION WE REALLY CARE FOR OUR CUSTOMERS, THEIR GOODS AND DGF AS IF THEY WERE OUR OWN OUR VALUES – PASSION
- 200. › I am genuinely enthusiastic and motivated for the Customer and their business OUR VALUES – PASSION
- 201. › I am genuinely enthusiastic and motivated for the Customer and their business › I do the small things that make the Customer feel they are important to us OUR VALUES – PASSION
- 202. › I am genuinely enthusiastic and motivated for the Customer and their business › I do the small things that make the Customer feel they are important to us › I always leave my Customers with a smile on their face OUR VALUES – PASSION
- 203. › I am genuinely enthusiastic and motivated for the Customer and their business › I do the small things that make the Customer feel they are important to us › I always leave my Customers with a smile on their face › I go beyond what is required or expected by my Customers OUR VALUES – PASSION
- 204. › I am genuinely enthusiastic and motivated for the Customer and their business › I do the small things that make the Customer feel they are important to us › I always leave my Customers with a smile on their face › I go beyond what is required or expected by my Customers › I am positive and think ‘outside the box’ in difficult or challenging situations OUR VALUES – PASSION
- 205. › I am genuinely enthusiastic and motivated for the Customer and their business › I do the small things that make the Customer feel they are important to us › I always leave my Customers with a smile on their face › I go beyond what is required or expected by my Customers › I am positive and think ‘outside the box’ in difficult or challenging situations › I am proud of the DGF team and what we do – we are family OUR VALUES – PASSION
- 206. LIVING OUR VALUES
- 207. LIVING OUR VALUES
- 208. LIVING OUR VALUES
- 209. TAKEABREAK
- 210. TAKEABREAK
- 211. TAKEABREAK
- 212. SESSION 5 OUR PASSION FOR CUSTOMERS – PART 2
- 213. SESSION 5 OUR PASSION FOR CUSTOMERS – PART 2
- 214. SERVICE AT ITS WORST
- 216. SERVICE AT ITS WORST
- 217. OUR SERVICE CYCLE
- 221. SERVICE RECOVERY AT ITS BEST – PART 1
- 223. SERVICE RECOVERY AT ITS BEST – PART 1
- 224. EARNING LOYALTY
- 225. Poor situation is handled well Poor situation is handled well and with speed Customers remaining loyal Source: Harvard Business School 100 80 60 40 20 0 EARNING LOYALTY
- 226. Poor situation is handled well Poor situation is handled well and with speed Customers remaining loyal 65% EARNING LOYALTY 100 80 60 40 20 0 Source: Harvard Business School
- 227. Poor situation is handled well Poor situation is handled well and with speed Customers remaining loyal 65% 96% EARNING LOYALTY 100 80 60 40 20 0 Source: Harvard Business School
- 228. SERVICE RECOVERY
- 229. SERVICE RECOVERY Customers want us to:
- 230. SERVICE RECOVERY Customers want us to: Genuinely care
- 231. SERVICE RECOVERY Customers want us to: Taketheir problemseriously Genuinely care
- 232. SERVICE RECOVERY Customers want us to: Taketheir problemseriously Genuinely care Solve their problem quickly
- 233. SERVICE RECOVERY Customers want us to: Taketheir problemseriously Genuinely care Keep them informed Solve their problem quickly
- 234. SERVICE RECOVERY Customers want us to: Taketheir problemseriously Take ownership Genuinely care Keep them informed Solve their problem quickly
- 235. SERVICE RECOVERY Customers want us to: Taketheir problemseriously Take ownership Genuinely care Say sorry Keep them informed Solve their problem quickly
- 236. OUR VALUES – PASSION
- 237. PASSION WE REALLY CARE FOR OUR CUSTOMERS, THEIR GOODS AND DGF AS IF THEY WERE OUR OWN OUR VALUES – PASSION
- 238. LEAP
- 239. L Listen LEAP
- 241. L E A Listen Empathize Acknowledge LEAP
- 242. Listen Empathize Acknowledge Problem-solve L E A P LEAP
- 243. WINNING LOYALTY
- 244. WINNING LOYALTY
- 245. WINNING LOYALTY
- 246. SERVICE RECOVERY AT ITS BEST – PART 2
- 248. SERVICE RECOVERY AT ITS BEST – PART 2
- 249. LIVING OUR VALUES
- 250. LIVING OUR VALUES
- 251. LIVING OUR VALUES
- 252. SESSION 6 REWIND
- 253. LEARNING JOURNEY DAY 1
- 254. REPLAY WORK AS ONE TEAM OUR AMAZING FUTURE SIMPLY AMAZING REWIND OUR ENTREPRENEURIAL SPIRIT OUR PASSION FOR CUSTOMERS – PART 2 OUR PASSION FOR CUSTOMERS – PART 1 SIMPLY THE BEST WE ARE EXPERT FREIGHT FORWARDERS OUR EXCELLENT OPERATORS LEARNING JOURNEY DAY 1
- 255. REWIND
- 256. LEARNING JOURNEY DAY 2
- 257. REPLAY WORK AS ONE TEAM OUR AMAZING FUTURE OUR EXCELLENT OPERATORS SIMPLY AMAZING REWIND OUR ENTREPRENEURIAL SPIRIT OUR PASSION FOR CUSTOMERS – PART 2 OUR PASSION FOR CUSTOMERS – PART 1 SIMPLY THE BEST WE ARE EXPERT FREIGHT FORWARDERS LEARNING JOURNEY DAY 2
- 258. CERTIFIED INTERNATIONAL FORWARDER WELCOME TO DGF – DAY 1
- 259. CERTIFIED INTERNATIONAL FORWARDER WELCOME TO DGF – DAY 1