Logistics giant OHL taps Dale Carnegie TN for HR training, customer service training

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OHL, based in Brentwood, TN, is a logistics powerhouse that understands investment in its growing workforce keeps goods moving, meets or exceeds fulfillment expectations and creates a company culture poised for even more success.

OHL has nearly 7,000 employees worldwide, 130 value-added distribution centers and a roster of household names that rely on OHL to move their products both within supply chains and directly to consumers. Through a string of strategic acquisitions, OHL has grown fast, creating opportunities as well as challenges.

OHL hr training

Rapid growth makes consistent training and customer service practices critical. In this, OHL has turned to Dale Carnegie Training of Tennessee. In 2012, at least eight managers, including directors and VPs, have taken the signature Dale Carnegie course. At least another 10 are identified for 2013. Dale Carnegie’s performance specialists also partnered with OHL for two half-days of customer service training. Additionally, more than 40 OHL human resources professionals from across the U.S. took part in a two-hour session on effective listening as part of their annual conference earlier this fall. Other onsite training programs are in the works.

The thing that we find so valuable about Dale Carnegie is that the classes and performance specialists are in multiple locations, spread out across the country, and so are we,” said Tia Smith, OHL’s manager of learning and organization development. “Other vendors fly in, do a one-time event and they are gone.”

Dale Carnegie training builds in accountability and follow-up, Tia said. “Our employees and leaders go to class and come back and apply what they’ve learned day-to-day and then report on it to the class,” she said.

HR training targets listening

OHL Dale Carnegie Training

With Dale Carnegie TN facilitating, OHL HR team members from across the U.S. take part in a learning activity as part of the company’s annual HR conference in Greater Nashville.

The company’s services are broad – OHL provides integrated global supply chain management solutions that include transportation, warehousing, customs brokerage, freight forwarding, and import and export consulting. That’s a lot to keep track of. At OHL’s HR conference, managers received a refresher in some basic human resources principles from Latoya Lackey, one of Dale Carnegie’s Nashville-based performance consultants. Though we all have days we’d like to shut our doors, that is far from the job description of a human resources manager, Latoya told the group. 

“Sometimes I want to close my door and put a big sign on it that says ‘NO’ but we can’t do that,” she said. “That is not what we are being paid for. We are asked to do more, better, faster with less.”

An important component of listening is knowing what the issue really is. Some examples:

  • “I am working too many hours” often means “I want to be home with my family more.”
  • “My paycheck is wrong” is a cry for help. It’s not a typo, it’s their livelihood.
  • “I am not working enough hours” is less about hours and more about earnings.

Employee concerns are company concerns

All employees can’t get what they want every time, but in responding, HR managers must remember that the first thing they say sets the tone. It needs to create a cushion for what follows.

“These people are important – to you, to the company, to the team, to get things done or they wouldn’t be there,” Latoya said. “Think about some of the conversations you’ve had recently. Did you offer a solution in terms of the company’s interest or their interest? Really think about that.”

Smart companies like OHL know that employees’ interests are their interests. And OHL is an industry leader because of it. Inbound Logistics in October 2012 recognized OHL as one of the world’s top 100 3rd-party logistics provider for the 14th consecutive year.

“One key driver in our selection process was how a logistics solutions provider enables value for its customers”, said Felecia Stratton, editor of Inbound Logistics, said in announcing the Top 100 list.  “In today’s economic climate, it is important for logistics partners like OHL to act as business change agents, driving their customers’ ability to match demand for their products more closely to supply, aligning enterprise operational performance to the larger economic trend.”

Meeting those challenges takes people. OHL gets that.

If you’d like to chat about how Dale Carnegie of Tennessee can partner with your company for HR training, customer service training, or other needs, give us a call: 615-399-5101.

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