Wow...so brutal work. The phone service woman was a nice person, but was only repeating back to the boss the lousy company policy and and probably feared she could have gotten in trouble with her managers for any creative or kind, 'customer service' outside of their stupid 4 minute rule book....The guys pushing that sledge---like something out of 19th century mines...On and on it went... grim. All of the workers were so nice under dreadful circumstances----hard working at awful jobs. Also, what happened to the nice guy who said he wouldn't tell the company president's secret identity. I don't recall seeing him at rewards rime....
I do not often use DHL, as a service, but they did do right by me, when one of thier drivers hit me in an intersection. The regional manager for the California area, is also a motorcycle rider, and when he heard that one of his drivers hit a motorcycle courier, he took a hand personally to make sure my medical, repair costs, and told the insurance company to "pay the damn thing and don't try to argue about it. That's what I pay you for." He made the experience as painless as he could. He also apologized personally for the mistake.
@@trukeesey8715 I am sorry to burst your bubble but DHL is not even a British company, it is a German company that belongs to Deutsche Post and the base of DHL is in "Bonn" Germany. So he is not bleeding your money but Deutsche Post's money.
@@MrSlot-zc6el Video and comments blocked in USA now so I Don't remember where nor in what currency the exchanges were done, nor whether the principals are alien or domestic. Is this Undercover Boss Brazil or Undercover Boss Deutsch? The point is -- never be a third world person who goes to elsewhere for benefits, only make your homeland to be better, never go to that of another.
As a former DHL employee this made me smile... Nice guy at the top, maybe, but the next 3 levels of managers are either incompetent, distant, self-important or a mixture of all three, and as an honours graduate in business studies I think that could apply to any number of companies operating in the UK. I would be very interested in finding out what changes have been made in that regard.. It's also important to note that |DHL is ultimately owned by the German Bundespost which sets overall corporate policy and that DHL is separated into many individual business entities, each with their own boards of Directors so this chap (never heard of him, in truth, as I was in the Global Freight division) can only affect the parcel delivery sector.
besides a physical therapist or whatever twice a week the next best thing you could do is buy these guys a machine that they push a button and it moves automatically they just stare it so they're not using their muscles to push and pull that would be the more common sense thing to do
I have to agree with that AND think they woman at the end shouldn't have received anything. She said it's the rules to cut people off after 4 minutes - but it takes a particular bad person to be to do that in the way she did it, and she didn't care about the customer. I had to put up with exactly the same sort of female because of an undelivered DHL package lost before Christmas, from Clinton's cards, she was just the same, in fact probably the same person as she had the same name, and to be honest I think she should have been fired.
@@karendegenerous600 I assume you never worked in customer service. Your time goals in combination with being able to 1st listen to quite a lot of "anger/abuse" daily (not all customers are angry off course). Then 2nd resolve the issue...while following all the rules and targets so your statistics, a lot of parameters like how many calls you must take per day etc, are good. Don't want to lose your job. If companies want their customers to receive good service they must set viable targets and promote satisfaction over savings on time/money. Did you hear her saying she's not allowed to call her team mate? That is common. You can definitely be reprimanded for that.
I would make all packages face label up with a scanner reading as they come down the belt. Then a fast computer show the package and destination on a screen. The info is there. Just face up and a reader. Great company.
Marcelo shows the true heart of a migrant that sacrifieses living close to his family and works hard to help them.GOD will bless people like him always !!!
Watch the final 10 mins of this then watch the final 10 mins of the US version of the show. Its like watch the cheaper showcase on "Family Guy's - The Price is Right sketch"
My first thought was, “Phoenix!? Well, that kinda sucks as a reward destination..” but then remembered this is the UK show, so Phoenix is probably kinda exotic for them. If he recognized the injustice of the pay discrepancy between regions, he might’ve made the adjustment retroactive. This show is definitely the washer/dryer set and karaoke machine, not the Camaro and Greek island cruise.
My thoughts exactly! Not even a penny gave to these lads. Well, besides from the Stokes branch that all got raise and Marcello get to see his family. Other than that, not a pence from a £900 million company
That was pretty disappointing that such a big company couldn't give those employees some personal reward. Marcelo was the only one to be given a gift of a flight back home. Very disappointing
What are you talking about ? The one got his promotion (at least the promise) , the other a raise of 1800 for him & his colleagues to and navigation systems
Agreed, All they learnt and info they gained they could have learnt from just going down and having a proper candid conversation. Just a fluff piece for DHL learning how they don't know how to manage.
I agree, If you watch the US version, they get bigger better rewards, some are given houses, money, a brand new car. The UK version was a big let down.
I agree with you. I think what's more of a kick in the teeth is they only pick 4 people for a reward rather than doing something for everyone and the people they are picking are managers already. It's about time wages were upped so people can live and not have to choose between food or heat. But they won't do that
I wonder if they kept up all the promises, and made the working-conditions easier on the employees, now that we are in 2020!! As the amount of parcels and boxes shipped across the world has gotten even more normal!!! And especially now during this time of all the lockdowns, and everything !!! The US postal office can't seem to manage, so wonder if DHL has been keeping up with demands???? Without sacrificing their staffs health even more,......
There's crack in DHL fullstop no more needs to be said there. Top management in DHL only worries about 1 thing and that is he's pocket. I worked as a DSO (Delivery Service Officer or Courier) and the only thing they ever do for us is put more load and stress on us.
My work experience at DHL in Germany as a delivery driver was the worst possible. I have never quit a job so quickly. I am glad I have got something muvh better now.
watching marcelo cries takes all my troubles away, am in a very bad situation right now am really really depressed and almost commit suicide but then i saw this and yes am hoping for a miracle in God's way so i will pray fervently and be patient...
pippo mozak ...i hope that miracle came through for you stranger. we all hit low spots in life.. and ofter they pass as quickly as they come. Blessings..
Pippo..YOU ARE VALUABLE!! I hope by now you have found that value inside you. When life is dark, sometimes it's hard to see the light (I survived one attempt to end my life). Trust me..you are here for a reason, even if you can't see it. Keep your chin up and fight on!!!
Having watched this series, despite the huge diversity of industries, there are two common features. 1. The employee 'On the front line ' works exceptionally hard. 2. The faults, problems etc are ALL the fault of INEPT, IGNORANT management. To take one example: rhe back and joints issue.. The data for sickness, absence is ALREADY AVAILABLE to HR. HR have not examined the data, HR have not identified a commonality in causes of absence, and have not identified a solution to the problem caused by THEIR employment.
I'm sick of hearing all the winges saying how cheap the bosses are. The boss didn't have to give to his employees at all. If that happened to me i would be very grateful for the acknowledgment received.
This episode was a bit of a letdown quite honestly. All the CEO basically did was correct some of the wrongs, that should have been picked up by line management. New employees should have been incorporated with the company growth. Not an impressive episode. Next time go undercover as a line manager and see how proactive they are.
From all the undercover bosses ive seen so far, this one was the least generous, except for Marcello's case. I mean, all the other undercover bosses are giving away tens of thousands to their employees after seeing how hard they work and how they are doing their best at work, but not this one. This DHL CEO who maybe has more money than others didnt offer much. So sad to see how stingy and cheap he was.
Just watched this program. Having just used their service I can tell you that it's even worse now. Can't even speak to a person now. Safe to say I won't be using them again. Also UPS are a lot cheeper.
I use to work in dhl is a great company which will take care of their courier I from XSC the reason I left is because I felt the salary if I am sick i have no medical leave and I don have leave to apply if I did not go to work my salary will be deducted and I drive dhl van I have to pay for the van which I helping dhl delivery their customer item even fuel I got to pay too. But to be seriously dhl really do take good care of their employe but maybe is my country dhl policy.
DHL Definitely have some spirited employees, They all had a sense of gratitude when they heard about the offers, Their reaction meant they worked really hard and waited very long
if I was working for the company and I found out another company is paying more I would jump Vans and work for them my loyalties lay with my family if some one gives me more money then I would go with them
the worst shipping company to deal with in Middle East countries each time I buy online I ensure to have the shipping company is not DHL if it is . most of times I cancel the purchase as I know they will not deliver it on time neither safe
One of the drivers mentioned that another company was paying there workers 2 thousand more than DHL per year. , and the man gave them an increase of 1800. In my opinion more is good but the same or better would have locked those workers in for life.
One of the most amazing companies i have ever worked for. Everybody at DHL is really passionate about what they are doing. I have followed a trainee ship there and i learned alot of things that i can use for the future
This happened in 2013 I tried to ship a box to mexico two years ago I was charge 800 the box arrived to mexico but was there for a month in the shop they didn't want to deliver because some of the tags on the clothes I was sending to my sister were from China Which sounded so ridiculous to me I had to send another month to try to get my box again they wanted to charge me another 800 to ship box this was so disappointing and devastating I was so livid After another month I got my box back I use another way to ship my box after 3 months my sister finally got the box i will never and have never use DHL again So I'm upset watching this because nothing had changed disappointing 👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎
I've seen many episodes of undercover Boss, but this was the cheapest Boss I have ever seen, Wow!, its a wonder those employees stay there, that is a very selfish company, what a shame, no heart at all.
10:00 that is customer service in America as well! I wish we could do what he wants to do, but what she says is actually how it’s done. It seems morally wrong, but such is life!
I shipped one time with DHL from USA to Canada. It was just a Chalmers book on repairing my motorcycle. The book was $17.00 usd . When DHL shipped it through the border they sent the paper work(that they made up) to “Formally introduce” the book into Canada. They charged me $29.00 cdn. I was fuming mad, I called everyone, the old “that’s the way we do it” was the answer. I have shipped hundreds of items from US to Can since, never used DHL again, never ever got a “formally introduce” bill again. Custome does not require it, the gov does not, I think it’s just a scam they had. I use UPS now or Fed-ex
This DHL UC came about randomly - which is ironic because I left a feedback for DHL on trustpilot today, which was 1 star at a push for to delivery dates for Christmas cards from clintons and not one of them actually happening, plus bad attitude from the female in the call center. 16 Jan 2021.
This CEO made Viviane look like she was the real evil bitch... Yet as CEO, he ultimately wiped his hands clean by blaming the customer call centre processing time based on policies he would have to have overseen and have signed off on.... Viviane was just really doing her job, even though it could have been handed better.
Sure he could. When you're broke u make it happen. Live in a crappy place that's within 2 hrs walking distance of the job & as Albert says, "eat beans." ... talking what I've done not, what I think!! Being broke & loving your family makes one Superman!!
"You're gonna go across to Phoenix, Arizona. We're going to look around the internet to get you the best ticket price to save you paying too much of your own money. A great opportunity from a cranky old Aussie like me"
I worked for DHL for 20 years and had a bad injury at work and DHL treated me like a criminal after that. and they are doing there best not to have any liability the company is evil!! 20 years of service just to be thrown into the gutter.
Procedures mostly work good and are right. The problem is that they written by people behind a desk who never did a certain work were they writing them for. I was a technical supervisor and surveyor for many years. Many times there were small mistakes in the procedures, is ok, I solve them my self. Why that was happening? Simple, if I was telling there is a small mistake in a procedure, my God, they would burn my ears of. You get mails back of cause, but then they tell you do your job and we do ours and follow it, there we you are paying for. Next job, still they had the same mistakes in it, so copy paste. Its annoying and you must defend that procedure. But when I was fat up from it, I was telling the company I was supervising that they must complain about that and that number of procedure. Mostly they ask me why did you not see that? I was only sending them only the mail again I was sending before about it. No answer of cause, only 4 day's later or so a revised procedure. Hahaha
