What do you tell them?

[alloria]

As you can imagine, we have a massive backlog of mail and packets in our office. The recent snow, our disaster of a revision, and of course the christmas pressure have all amounted to the biggest backlog of mail I have ever seen! We have mountains of packets, and trays of mail stacked everywhere.

I know it is not just us, I have visited another locak DO that is having the same problem.

As you can imagine, the public are not happy, some have been abusive, and others have simply asked why they are not getting their packets and mail, I have often tried explaining to them about the revision, but im never quite sure what to say.

It makes me angry that some manager in a nice warm office somewhere dreams up all those daft ideas, and yet it is us, who are out on the street who get all the customer abuse because if it.

The backlog is getting bigger by the day, and we are all working flat out, but we can only do so much.

It is looking very likely that we will still have a backlog, and not have it cleared before chirstmas, imagine all those kids not getting their christmas presents? And who will get shouted at and threatened because of it?

What can we do?

[youwot!!!!!]

inform whining customer that they should ring your manager and provide the direct phone number to said manager.

[Sippin40oz]

Tell them the truth and give them the customer service number! Maybe with lots of complaints about failing revisons management will realise their mistake?

[fishtank]

Tell them the truth and give them the customer service number! Maybe with lots of complaints about failing revisons management will realise their mistake?

...be careful what you tell customers.
They tend to go straight on the phone and dump you in the s**t.
Best advice is what youwot!!!!! said...give them the office number and tell them to talk to whichever manager you hate the most.

[happymackem]

too right ive done that for ages

[jockstrapp]

Tell them it's a s**t company now and it's going to get worse.

[POSTMAN]

Manager is going to lie with what is really going on.

[TeeferTiger]

I'd tell them that it's beyond your control and they should contact the manager.

[skull]

Manager is going to lie with what is really going on.

Teething problems is the official line . How long can they keep this bluff going ?.

[Lincox]

And yet when the next figures come out for delivery no doubt we will have achieved in excess of the requirement in terms of the percentages that the regulator requires in order not to receive a fine. Load of lying b..ards

[mazza111]

We've had the snow backlogs, thankfully we haven't had the revision, it's been postponed. We've got extra vans going out until the early evening, and we're getting there. Everything going on a daily basis. Callers office is absolutely jam packed. 99.9% of the customers have been absolutely brilliant and understanding about things. Then of course you get that 0.1% who feel the need to be abusive and start swearing at u etc

[noggin1969]

I

[Grinder64]

Also worth mentioning just what incentives there are for upper-tier management (DOMs & above) not to provide a service; ie huge bonus payments. Relate this to cuts in manpower, overtime plus our new-found obligations to DSA, D2D etc. Their eyes may glaze over but at least it's steering the blame to where it actually lies; with the greedy plutocrats that got us in this mess... :dcfo :ncfo :vcfo

[ihatedogs]

A notice has recently gone up in our office stating that the only phone number we can give to customers is the customer care one. Anyone giving out the managers number will be conduct coded.

[Straight4ward]

Almost time for a "posti-leaks" website.

If the truth about our current mess was made available for all to see, then perhaps something constructive could come out of it.