MRM.COM : The majority of the complaints we get are over parcel deliveries

Post by **POSTMAN** » 13 Jun 2016, 12:48

https://www.myroyalmail.com/news/2016/0 ... mers-first" onclick="window.open(this.href);return false;

Putting customers first : We all have a part to play

Customers are at the heart of everything we do. We all have a part to play in delivering great service.

We pride ourselves on our customer service. It is really important that every interaction a customer has with us is a good one.

We are in a very competitive market – it only takes one bad experience for a customer to move their business elsewhere. We don’t only represent Royal Mail but also our customers’ brands – they trust us and expect us to deliver.

The majority of the complaints we get are over parcel deliveries – we can’t afford to lose this business.

This week, we have a special focus on ensuring we get it right first time, every time for our customers. Look out for more stories this week, as well as RMtv and a series of WTLLs.

DirtyHarry · Post by **DirtyHarry** » 13 Jun 2016, 15:04

Try getting us out earlier, so we catch more people at home. And how about manageable workloads while you're about it? They would go some way to pleasing everybody, and would certainly help us to provide a better service for our customers.
If no to both suggestions, then forget it.

Darren Bent · Post by **Darren Bent** » 13 Jun 2016, 15:59

3 things we can do to improve services

1 get rid of absorption to improve consistency

2 earlier start which allow us to catch people before work

3 get rid of unnecessary workload ie Door 2 Doors.

rubberbond · Post by **rubberbond** » 13 Jun 2016, 18:22

Darren Bent wrote:3 things we can do to improve services

1 get rid of absorption to improve consistency

2 earlier start which allow us to catch people before work

3 get rid of unnecessary workload ie Door 2 Doors.

You'll be lucky to get 0/3 ,they don't want us to start early ,for some unknown reason, I suppose eventually we will catch people in , when we are delivering at 5pm ,or later. That will be fun in November/December.
Customer service ,my arse! To paraphrase Jim Royle.

Post by **PHARRY** » 13 Jun 2016, 19:07

Darren Bent wrote:3 things we can do to improve services

1 get rid of absorption to improve consistency

2 earlier start which allow us to catch people before work

3 get rid of unnecessary workload ie Door 2 Doors.

4 get rid of flexing

enskied · Post by **enskied** » 13 Jun 2016, 19:16

The truth is there is simply no management. Managers do not manage to workload, they piss in the wind. They have so many targets and bonuses to hit to be seen as a capable DOM, that they just fire arrows at random and hope for the best. They are told to lapse, so they lapse, send a PTmer to another office.. then beg for staff from other offices.. but they hit the Lapse target at random, one box ticked.. Phew! But hang on the OT bugget has just gone ... Fu@k it..wot to do now? Oh lets lapse two..Sorted!.
Chite... That tw@t just said not going over..Wot now? Shall I beg ? ..no, not yet that would make me look weak, or even perhaps a little incompetant...Maybe I could ask all the people I forced to do more last week..the ones I didn't pay...No, I am a good person.

Thamk the lord for streaming..They're willing , I'm willing. Deal with the Chite tomorrow..Another arrow hits ..

spen · Post by **spen** » 13 Jun 2016, 19:40

Stopping the pressue for first time delivery may help the complaints go down

Post by **eastie** » 13 Jun 2016, 19:53

POSTMAN wrote:https://www.myroyalmail.com/news/2016/0 ... mers-first

Putting customers first : We all have a part to play

Customers are at the heart of everything we do. We all have a part to play in delivering great service.

We pride ourselves on our customer service. It is really important that every interaction a customer has with us is a good one.

We are in a very competitive market – it only takes one bad experience for a customer to move their business elsewhere. We don’t only represent Royal Mail but also our customers’ brands – they trust us and expect us to deliver.

The majority of the complaints we get are over parcel deliveries – we can’t afford to lose this business.

This week, we have a special focus on ensuring we get it right first time, every time for our customers. Look out for more stories this week, as well as RMtv and a series of WTLLs.

Customer service , is that what they want because RM should tell their managers that because they don't want us slowing down on P/L .chatting to customers

motherhubbard · Post by **motherhubbard** » 13 Jun 2016, 20:29

Darren Bent wrote:
3 get rid of unnecessary workload ie Door 2 Doors.

Why don't we stop delivering parcels as well?
If we didn't deliver parcels nobody could complain about the service could they?

Post by **SpacePhoenix** » 13 Jun 2016, 20:50

No chance of earlier starts, mail doesn't get to us early enough to get mail out to DOs any earlier, if anything you'll probably end up with later starts eventually

Chewster · Post by **Chewster** » 13 Jun 2016, 21:44

Earlier starts would make much more sense, and indeed it's what the British public seemed to prefer and most of them still expect it. I started much later than the 5am (and earlier??) starts of old. I personally would have preferred that. I don't see why the business is pushing for later and later starts. Simple annoyances that affect most "normal" people will then affect us. Delivering at 5pm? I hope they don't mind dishing out OT payments for the time we'll spend stuck in traffic! Finishing at 2.30-3.00pm is bad enough, you hit the beginning of the school run on your way back to base and I've seen me in the van stuck for an extra 20 minutes in that situation on multiple occasions.

I also think RM need to offer some sort of product (or commission another company to make such a product), along the lines of the parcelsafe boxes you see, for customers to buy should they wish. That way, we have a guaranteed place to leave a parcel (provided it's not huge - I delivered a Dyson last week

), we get rid of the vast majority of packets so easier for us, less strain on the already stretched (at least in my office) locker staff, and customers get their parcels safe and sound, much safer than shoving it in an unlocked shed or wheelie bin.

toomuchcoke · Post by **toomuchcoke** » 13 Jun 2016, 21:53

Chewster wrote:I also think RM need to offer some sort of product (or commission another company to make such a product), along the lines of the parcelsafe boxes you see, for customers to buy should they wish. That way, we have a guaranteed place to leave a parcel (provided it's not huge - I delivered a Dyson last week ), we get rid of the vast majority of packets so easier for us, less strain on the already stretched (at least in my office) locker staff, and customers get their parcels safe and sound, much safer than shoving it in an unlocked shed or wheelie bin.

You'd think one of the companies that make those sort of products would've sent out some D2Ds pushing their products by now wouldn't you?

datasaint · Post by **datasaint** » 13 Jun 2016, 22:03

Most of the complaints are on parcels. Not surprising, they get treated like 3rd class items in my DO.

Chewster · Post by **Chewster** » 13 Jun 2016, 22:35

toomuchcoke wrote:
Chewster wrote:I also think RM need to offer some sort of product (or commission another company to make such a product), along the lines of the parcelsafe boxes you see, for customers to buy should they wish. That way, we have a guaranteed place to leave a parcel (provided it's not huge - I delivered a Dyson last week ), we get rid of the vast majority of packets so easier for us, less strain on the already stretched (at least in my office) locker staff, and customers get their parcels safe and sound, much safer than shoving it in an unlocked shed or wheelie bin.
You'd think one of the companies that make those sort of products would've sent out some D2Ds pushing their products by now wouldn't you?

You'd think so mate. I only know they exist because I have encountered one (yes, ONE!) on my rounds.

rubberbond · Post by **rubberbond** » 14 Jun 2016, 19:56

norm wrote:Most of the complaints are on parcels. Not surprising, they get treated like 3rd class items in my DO.

That's high,in our office,the postman-manager, hybrid grade, leave packets,or bring them back the next day, blatantly putting them back on the frame.