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Dear colleagues,

I am writing to you to seek your support to integrate Special Services products

successfully into TNT’s sales process and to support the launch of the Special Services
e-Learning training programme in your business unit / country so that together, we can
achieve our objective of being number 1 in Special Services.

In early 2006, we announced that Express Customer Service and Sales teams would sell
two key Special Services’ products: Time Critical and Freight Services. To support this
development, we have created specific e-Learning training modules (in eight languages)
covering Time Critical, Road Freight, Airfreight and Storapart products and these will
be rolled out this month. These modules will be invaluable in helping local sales,
customer services and Special Services teams to fully understand these products – and
to know how they can be sold successfully to customers. Below you will find some
guidelines on how you can introduce the training modules to your teams. This will be
supported, later this year, by an integrated Special Services marketing campaign.

Special Services is no longer just the responsibility of the Special Services department.
It is now an integrated activity where every function within TNT Express has a role to
play and we will measure the successful implementation, impact and follow up of all the
activities scheduled. The required business improvement – to accelerate sales and
profits – will be ensured by the cooperation of Sales, Customer Service, Special
Services and other functions as well as the cooperation between Express head office
and the business units.

I hope I can count on your support in TNT’s pursuit to be number 1 in Special Services
– and in particular for the successful roll-out of the e-Learning training programme.

For further information please contact Clive Shepherd, Rob ter Hedde or me.

With kind regards,

David Burton
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Guidelines for launching the training modules to your teams.

Review the over view of the internal communication materials we have developed
for your convenience (enclosed with this letter)
Develop a local communication plan to deploy during the roll-out phase to ensure
high visibility of Special Services and this training programme. This can include:
o schedule a Special Ser vice e-Learning presentation or conference call
with your team members that will signal the beginning of this training
programme. You need to inform them of the forthcoming programme
of events and communication activities.You can use the powerpoint
presentation in the communication pack to help you
o write a letter or email, to your respective staff positioning this
e-Learning training (see enclosed Communication Pack)
o use the poster templates to promote the e-Learning training programme
internally (see enclosed Communication Pack)
o use the email template or other means to increase awareness of the
programme (see enclosed Communication Pack)
Plan and organise the e-Learning training for your respective teams (including
where applicable, ensuring that all target recipients are loaded into the Learning
Management System – please contact your HRD colleague for more information)
Ensure the HRD department is ready to provide you with the progress results from
the Learning Management System
Follow up with a post training activity e.g. with a Certificate of Achievement for all
e-Learning participants (see enclosed communication pack)
Collect and supply to Express head office success stories relating to the impact of
the programme