BOSA out COSA in

[billyhayes]

The company and the CWU have a new staffing agreement, booklets have been sent to post offce branches, but not in great numbers.

Here is a link,

http://www.cwunorthern.co.uk/COSA.htm

By the way, it stands for Crown Office Staffing Agreement now...

[simjan]

Nice to be able to see this, see sales code of practice has not changed, we have been told at our office that we have to, 1st ask if paying by cash, then mobile topup and then and every customer if they would like credit card, or savings etc. told this is compulsary can you clarify this. When the queue is directly behind the customer, and you can see they are getting annoyed it is stressfull.

[billyhayes]

What you have been told is crap, in a word.

If, as you say, your being told to 'offer to EVERY customer credit card or savings', that is falling into the "unrelated selling" category. If you WANT to, so be it, but the company and union agree that not EVERY customer is doing a transaction that will 'relate' to one or the other ALL of the time.

For example, if someone is paying by card, and its a partner bank offer them a cash withdrawal. If it is non-partner, introduce the credit card. You DO NOT have to do both as a 'blanket' transaction. If you are told otherwise then you are being lied to.

You also say you 'must' offer phone topup, again I assume to everyone. WRONG. Another acceptable transaction for this would be a green giro. They are more likely to have a pre-pay phone so the top-up would match. By your, I guess, managers rationale, a 90 year old at 9:05 on a monday morning MUST be offered a phone topup!?

The bottom line is there is probably a 'related conversation' for 90% of transactions/customers and staff should have the nuance to spot them. As long as you are offering 'something that relates' they can't touch you for it. If you are getting any pressure/shite from above talk to your area rep.

If you get no joy, go above them to union 'branch level', if after that you still have not got anywhere get in touch with me and I will get our area rep to sort out some 'reading matter' so to speak as we are quite hot on this where we are...

[simjan]

Just a quick question,do we still have to ask every customer if they would like to pay in cash or card, even if they are only buying a stamp. Surely if this is right it is costing the post office as banks ussually charge bus. a fee for every transaction. Thanks.

[saunders265]

No such instruction exists in our office. Probably another example of the local manager dreaming up a 'good idea', like opening Cash ISA's for a £1 when the customer is clearly unsuitable, and it costs over £30 to administer.

Your question presupposes logical thought. You should know better.

[simjan]

How can I find out how much the banks charge,I know the charges will change with bank to bank, but would like to take this in to my apprasial, and being marked down due to not beig consistant enough with this question, but they agree I am asking every customer a e topup. Thanks

[saunders265]

I have a feeling, but don't know for sure, that they charge a percentage. I think in the case of Credit Cards it's around 2.5%.

If I may venture my own opinion, after many years foolishly trying to argue with some of the intellectually challenged types we have in charge, that it’s best just to try and do exactly what they want. My attitude is that if they want to pay me to waste time talking nonsense to people who do not have the slightest interest in what we are trying to sell, then that is what I’ll do. Not my problem. It can actually be quite funny, as customers come up with all sorts of different ways of saying ‘no’. My favourite are the 90% of customers who have ‘just renewed their Home Insurance’.

I too ask every customer if they want a telephone Top Up. I reckon I sell an extra £5 per day doing this. Spectacular eh?

[billyhayes]

My attitude is that if they want to pay me to waste time talking nonsense to people who do not have the slightest interest in what we are trying to sell, then that is what I’ll do. Not my problem. It can actually be quite funny, as customers come up with all sorts of different ways of saying ‘no’. My favourite are the 90% of customers who have ‘just renewed their Home Insurance’.

I too ask every customer if they want a telephone Top Up. I reckon I sell an extra £5 per day doing this. Spectacular eh?

Same here!!

[simjan]

Find it very hard to just go with the flow, if you ask every person are you paying by cash or card, do you need your phone topping up and then can I ask if you shop around for your home/car insurance, and can also see the queue getting impatiant behind, postshop so the queue is directly behind. If you don't do it they call you in and ask why? Advice please, apart from asking manager to try to do it for a day.

[saunders265]

It’s hard, and it’s embarrassing to see the queue growing whilst we all talk drivel. However, I believe if every member of staff did this in every office across the country, exactly how the management want it, the effect would be widespread customer revolt at waiting times and the nonsense would soon stop. In the olden days it was called a ‘work to rule’. Customer complaints should be directed to the manager, or Helpline as detailed in our Customer Service leaflet.

[billyhayes]

It’s hard, and it’s embarrassing to see the queue growing whilst we all talk drivel. However, I believe if every member of staff did this in every office across the country, exactly how the management want it, the effect would be widespread customer revolt at waiting times and the nonsense would soon stop.

Once again, i must stress that there are agreed limits. Not 'everyone' can be sold to, and I don't care that this is what your manager drags you into the office for. It is against the sales code of conduct. Talk to your CAM and or area rep if you think that your manager is being unfair.