RM customer support get a mention

[Thorby Bislam]

Not quite news, but this appeared as the introduction to an article on another website today. It is written by the owner of a T-shirt printing company.

Last week I had to deal with Royal Mail's customer support team. I'm sure they're full of well-meaning folk and God knows having to deal with angry men like me who have 3% of everything they send out 'lost' can't be much fun. But the experience was enlightening. For six years now Royal Mail's inability to deliver our mail has cost me many thousands of pounds - so naturally, I feel a little disgruntled to say the least and for six years I've tried to find out why so many packages don't arrive, but to no avail.

I was making my ritual bi-annual complaint about the level of losses when the woman, who sounded like the sort of woman who runs a B & B in Blackpool, started to suggest that some customers - i.e. me - claimed compensation for lost mail that they'd never sent. The implication was clear. Her attitude was very arsey, and so defensive you'd have thought I was accusing her of personally nicking our t-shirts. Considering we pay them a few thousand quid a month you might have expected them to grease me up a bit, but no, apparently I should be grateful that 97% of the mail arrives.

When I'd put the phone down, though very p***ed off, I found myself having some admiration for her. Normally, you get brown-nosed by those customer service women with weird, almost robotic sing-song voices. But this was a real person full of attitude and unafraid to express it. That's rare these days.

[Stormproof]

I read that earlier, a good blog I thought

[k979aaa]

Not quite news, but this appeared as the introduction to an article on another website today. It is written by the owner of a T-shirt printing company.

Last week I had to deal with Royal Mail's customer support team. I'm sure they're full of well-meaning folk and God knows having to deal with angry men like me who have 3% of everything they send out 'lost' can't be much fun. But the experience was enlightening. For six years now Royal Mail's inability to deliver our mail has cost me many thousands of pounds - so naturally, I feel a little disgruntled to say the least and for six years I've tried to find out why so many packages don't arrive, but to no avail.

I was making my ritual bi-annual complaint about the level of losses when the woman, who sounded like the sort of woman who runs a B & B in Blackpool, started to suggest that some customers - i.e. me - claimed compensation for lost mail that they'd never sent. The implication was clear. Her attitude was very arsey, and so defensive you'd have thought I was accusing her of personally nicking our t-shirts. Considering we pay them a few thousand quid a month you might have expected them to grease me up a bit, but no, apparently I should be grateful that 97% of the mail arrives.

When I'd put the phone down, though very p***ed off, I found myself having some admiration for her. Normally, you get brown-nosed by those customer service women with weird, almost robotic sing-song voices. But this was a real person full of attitude and unafraid to express it. That's rare these days.

Maybe she's pissed off like the rest of us all it is a sign of the time's STRESS BULLYING AND HARASSMENT it come's with the job!.

[F0zziebear]

Hold on.

He should be thankful he's getting 97% Considering the system is still manually intensive he should be quite happy as that is above the national average.

I agree, from what I remember of customer services it is some battery farm setup based in locations where employment had been suppresed. Most young people have no option other than starting out in a call centre with the possibility of one day being a team leader!

[norbert]

Hold on.

He should be thankful he's getting 97% Considering the system is still manually intensive he should be quite happy as that is above the national average.

I agree, from what I remember of customer services it is some battery farm setup based in locations where employment had been suppresed. Most young people have no option other than starting out in a call centre with the possibility of one day being a team leader!

They are very Victorian those places , just a corporate high -tech version of those dark satantic mills . RM are looking for "a change in culture too " .

[dvbuk55]

He's lucky she sounded like a Blackpool B&B landlady and not a Bombay taxi driver. My experience of call centres lately has been Mumbai, the Phillipines and South Africa and a repetitive recitation of some well thumbed script which does nothing to solve my problems.

[TrueBlueTerrier]

He's lucky she sounded like a Blackpool B&B landlady and not a Bombay taxi driver. My experience of call centres lately has been Mumbai, the Phillipines and South Africa and a repetitive recitation of some well thumbed script which does nothing to solve my problems.

I used to work in a Call Centre and I was told off for not being corporate enough to follow the script. Its more by numbers in that sort of place than Royal Mail could ever be. Its a blessing though because when I ring up, or get called by a foreign based UK one I play a little game of trying to get them off the script by asking questions which are not on it. Its brilliant when you get a question that is not scripted it goes silent for a few seconds and then some umms, and ahhs after which they try asking you a question which has no relevance just so they can get back on to their script.


Thorby as you say not quiet news but it fits into the "All other RM Groupo workers" so Ill move it over there. Hope thats ok.