Abusive customers

[Indy]

Does RM have an official policy on how a postie deals with a verbally abusive customer? If so is there anything in writing?

[bag69]

Not sure. But the callers office & PO always have those notices up that states that everyone has the right to work without abuse. Personally, if i get abused out on delivery, i wont give them the mail. Always take it back. Usually end up with lots more threats etc. Just say fine, go ahead. Usually you might get away with it. Postal worker, your going down. Your choice?!!! But your right, there is no definate policy from RM. Where do you stand? What do you do?

[Indy]

if i get abused out on delivery, i wont give them the mail. Always take it back. Usually end up with lots more threats etc.

Exactly.... but my DIM blames me or any other postie for getting into a situation where a customer is abusive... regardless! I then have to go with my tail between my leg and re-deliver which just vindicates the customer insofar as say abusing a postie is acceptable.

I was rather hoping that there'd be something in writing that would give me a bit of protection... its not acceptable ANYWHERE else so why just because I work alone is it acceptable?

[bag69]

Its not. But their mail was missorted that day. By the time you found it, you had run out of time to deliver it. Or it accidentally got wrongly posted. Not that i am condoning any of this, but mistakes do happen.

[brothermagrew]

Indy you will hopefully find your query answered in this posting.

http://www.royalmailchat.co.uk/communit ... er#p271199" onclick="window.open(this.href);return false;

[TeeferTiger]

My Lino (a good manager) wrote a customer a letter telling them to back off (in basic terms) and to contact him if he had any problem with the time his mail was being delivered (12:50pm) and not to abuse the postal staff or it could result in the suspension of mail being delivered to his property. He never swore at me again... Nor the customer.... ba dum tsssh!

Seriously though, I'd say to the manager that you felt threatened by their behaviour and you'd like your DOM to write them a letter stating that their behaviour is unacceptable and if they do it again, they'll be collecting their mail from the office. Any further aggressiveness will be reported to the Police. I had a guy taken to court and fined for giving me abuse in the callers office. Foul and abusive language they charged him with. I didn't get any of the fine, but he was barred from the caller's office

[TeeferTiger]

Oh, and it was reported to the security office.

[adiemanc]

I am a DOM, have managed in some of the most difficult parts of the country, if this is an issue within a unit then there is a standard brief, however, in my own personal view, it is a managers responsibility to contact or visit the abusive customer and inform them of the implications of abusing RM staff

[music4essex]

I was abused by a customer while out on delivery last monday, regarding the Owners stand alone box not being put at the front of there drive, because two weeks earlier there dog had bitten me,

I went into work the next morning and reported it to the dim/dom and today had to ask him if he had gone to see the owners and he said he would tomorrow and could i write a report out , nothing like RM trying to protect you, so I done the report and consequently cut off delivery, also all week refused to deliver the mail to them, but that is off my own back RM have basically washed there hands, But I have involved the union or will do when I get the paperwork sorted.

I saw the link and will be ringing the security No

Essex mum .

[POSTMAN]

I am a DOM, have managed in some of the most difficult parts of the country, if this is an issue within a unit then there is a standard brief, however, in my own personal view, it is a managers responsibility to contact or visit the abusive customer and inform them of the implications of abusing RM staff

Any chance you could possibly post the relevant docs up.

[arnold cheshire]

if you get an abusive customer try to rearrange your walk so they get there mail LAST that should annoy them

[DGP1]

if you get an abusive customer try to rearrange your walk so they get there mail LAST that should annoy them

but I would never condone that nor do it

[arnold cheshire]

if you get an abusive customer try to rearrange your walk so they get there mail LAST that should annoy them

but I would never condone that nor do it

why not?

[DGP1]

if you get an abusive customer try to rearrange your walk so they get there mail LAST that should annoy them

but I would never condone that nor do it

why not?

[arnold cheshire]

if you get an abusive customer try to rearrange your walk so they get there mail LAST that should annoy them

but I would never condone that nor do it

why not?