Drive to reduce the number of customer complaints

[midvillain]

Our office has been identified as having a high number of customer complaints. To try and reduce it, management have put up a display with information on how to fill in p739s properly, etc, how many complaints we have had as a unit, how much it has cost the business, and the target amount of complaints they want to achieve thru coaching, counselling and conduct. Also a chart showing which postcode section is getting the most complaints.

What they should really be doing is using the wtll sessions, which we never have, to make sure everyone is trained and up to date with the procedures and exected standards. Am I right?

[aiden01]

Why no wtl

[midvillain]

Why, indeed. Why is it up to the union rep to make sure things are done correctly? Why does Royal Mail not train its management to do things according to procedure? Why even bother with middle management? Why not run things on a worker's collective basis? After all, we are now the shareholders, and it's in our own interests for things to run well. Management seem to be intent on putting spanners in the works. What's it all about? You have to be one strong-willed sob to handle things in this game

[steve1873]

As far as the WTL - that time is built in to the working week. If management do not wish to use this time, then get the rep to get all staff in canteen and discuss issues among yourselves. Unless you would all rather be out in wind and rain for a an additional 30 mins per week?

[Chelseablue]

Never had a wtl in a few months now ,,