Making sure we give customers the best possible experience is even more vital with the increase in parcels
Our enquiry offices are being given a makeover to improve the customer experience.
Everything from the customer’s first impression of the office, to the way we store and locate items, has been looked at.
By mid-November, 49 offices had changed and more than 200 staff had joined a one-day workshop to boost their customer service skills. More sites will follow after the Christmas rush.
Romford enquiry office is among the first to complete the improvements.
Vast improvement
Saba Arshed, customer reception manager, says: ‘It’s a vast improvement!
‘The customer-facing area has been completely redecorated, with new lighting, signage and a TV screen. We’ve put in a new queuing system with signs to direct customers with different queries to specific areas to cut waiting times.
‘We’ve also got prominent signs telling customers what documentation they need before they reach the counter so they don’t hold other customers up.’
The back office has also enjoyed a makeover. Craig Dawson, pictured middle, who works in the office, says:
‘Using World Class Mail techniques, we came up with a new shelving system and items are much easier and quicker to find. ‘When a P739 ‘Something for you’ card item comes back, we pop a coloured sticker on it and change the colour each week so we can see at a glance which week any item came in.
We also write the house number and first few letters of the street name on the side of each item – it’s much quicker to find the right item.’All five Romford staff did the customer service skills training.
‘It was excellent,’ says Craig. ‘It taught me things like how to deal with an angry customer – although with the improvements we’ve made in the office, hopefully we won’t have many of those!’
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