Training was cut down from 6 weeks to 3 weeks.
You’ll will spend the first 2.5 weeks in a Skype meeting with 26 other people, reading/scavenger hunting, and the final few days of TRAINING are spent role playing with colleagues hoping the information we either learned or simply read, stuck and/or came to mind. The scenarios the trainer practiced with were made up as they went along, causing an inconsistency in training altogether for each individual person in training. There’s not much structure or organization when training. Candidates tend to speak out and interrupt while others are speaking or trainers are speaking.
After a FEW (3 days) of trying to piece the information together (that was quickly reviewed and moved past) and navigate the system on practice calls, training was officially over. Many of us voiced that we didn’t feel comfortable or knowledgeable enough to move forward with live calls. The trainer had a bit of an attitude when that was voiced and we were told we can register into the next class for additional training only to be told it’s full and we cannot get more practice (oh well) type situation. It’s definitely not enough time for one to 1) know how to fully navigate the system and read/understand slang/notes 2) build a foundation of confidence/practice/repetition and 3) move forward, period.
If you’ve never worked in a tracking, shipping environment, etc this will not be a pleasant experience.
We did have an ‘assist line’ to contact for any help, as well as a group chat that had 1 manager trying to answer 10 people’s questions simultaneously which by the way, cause everyone to place their customer on hold for a longer period of time. Many times I asked questions to better understand why a package was delayed, missing, or why 1 arrived but the other did not and sadly, the trainers never really had a solid answer. It was like giving the customer a guessing, run around, type reason to get them off the phone.
I truly put myself in the customers shoes and try and help as much as possible, but that’s not possible if I’m not trained correctly/properly in a reasonable amount of time (given the amount of info and how widespread the company is) and the company itself can’t effectively and literally deliver or stand behind their promise of express shipping and trust to the customer.
Overall, this was the worst experience I’ve had with training and with a company who’s system isn’t consistent and constantly contradicts itself. I’ve had extensive training before and had to pass tests in order to be fully hired, but this was something else. I’ve had over 12 years of customer service experience. Get it together DHL.
