-is because of experiences like the one I had today. We had two small parcels and two large letters to post, so went into our local office. Inevitably there was a queue; well it was 4 o’clock.
There were two Post Office staff and one for the attached franchise. In between serving birthday cards and the like from the far side of the store, the latter called the next Post Office customers over to her till; that is, customers who didn’t need more complex services. Clear? No, neither were the customers. It had the makings of one of those very English arguments about queues. Then one of the Post Office staff disappeared; the other went behind the scenes for a moment. It was now our turn.
“Posting items?” we were asked when the lady came back. “You could use the self-service till.” So we did.
Now I’m reasonably technologically confident, and Post Office self-service tills are, I am sure, not beyond me; but they are not designed for ease of use. Already out of patience, after navigating our way through confusing options and actions and quailing at the thought of having to do it four times we gave up. (Come to think of it now, the till seemed also to have been abandoned by the previous customer.)
We looked at the queue, now even longer. We walked out.
Yes, we could have come at another time of day. But there was another lady there who had come in two hours earlier, only to find the queue out of the door.
So we will wait until we see the people our birthday parcels were intended for. We will post the letters- oh, some time. The result is that the Post Office have lost £6 or £7 of our custom, not that it will concern them. Worse than that, they have lost our goodwill. This is not the first time we have received poor customer service; we often feel that the counter staff are brusque, and there seems to be little attempt to make customers feel they are important.
In the future, we will endeavour not to send parcels; we will send tokens or use Amazon. Yes, I know. But Amazon are CONVENIENT. We will take presents to people rather than post them. We will certainly send more e-mails at Christmas.
I’m not going to bother to complain to the Post Office,as they have never replied to my one previous complaint. (See A Capital Omission .)
I am sorry this comes across as a Grumpy Older Person whinge. I do try to make this blog positive, so my two suggestions are:
staff your offices adequately
give all your staff customer service training
Oh, our bank has just closed its local branch. They suggested we use the Post Office to pay in cheques.