Presentation Transcript

1. Customer Care

   Grievance Handling
2. Why Customer care? ---they feed us……… the reason for our existence ----our salary is from their payments/taxes ---they got choice, so if not satisfied, they can leave us ----we are one of their choice, for us they are the only choice
3. Why Customer care?….. they can, not only leave, if aggrieved, but also can spoil the image and business ----bad things spread quite faster ---they started expecting higher quality in service ----they got money and other options ---they can’t bear delay or damage to services ----they need not
4. Why Customer care?….. ---they can drag us to courts, as aggrieved consumers ----every system generally supports the customer only --- they repeatedly come for satisfied service ----that only ensures our tomorrow
5. Various aspects which have influence on customer care Areas of concern and taking preventive measures Courtesy and concern Creativity Sense of humour Caring invisible customer Citizen charter RTA Satisfaction
6. Basic policy on complaints Every complaint is bona fide unless proved contrary The customer is always right and deserves prompt attention Divisional head should ensure speedy redressal of grievances Prevention / removal of the cause / scope for future grievances by identifying areas of concern
7. Area of concern and Preventing grievances to customers in PO
8. Addressing the areas of concern Taking preventive measures Prevention is better than cure
9. Ambience and behavior Counter facilities Queuing Seating arrangement of staff Chairs/Bench for customers Writing desk Gum/staplers etc Ensure proper arrangement Ensure proper arrangement
10. Ambience and behavior Required forms Records/old records Cleanliness Ensure availability of forms-samples Arrange the current records neatly Transfer old records Ensure cleaning and sweeping periodically
11. Ambience and behavior Parking Staffing Ensure proper arrangement Fit person Caring attitude Courtesy Confidence Creative thinking Sense of humor
12. Ordinary Mails Proper staffing Receipt & dispatch of bags Having all qualities mentioned earlier Ensure availability of DM & SL Maintain bag opening register Table sorting attended by all
13. Ordinary Mails Stamping Taxing Delivery stamp Pilferage of letters Double the deficiency for unpaid & insufficiently paid Single deficiency for infringement of condition
14. Ordinary Mails Arrangements Don’t dump old records, old furniture, unwanted things Ensure availability of weighing scale Ensure availability of all information
15. Ordinary Mails Delivery Ensure punctual attendance of Postmen and delivery in time PB sorting and its maintenance Check undelivered articles and its disposal
16. Ordinary Mails Letter Boxes Ensure periodical clearance of office LB Ensure punctual clearance of street LBs Post test letters Paid test letters
17. Ordinary Mails Stamping and Sorting Ensure stamping all the articles posted Pilferage of postage stamps Ensure proper sorting and preparing LBs
18. Ordinary Mails C Bag account Cleanliness Memo of authorized balance of C bag Annexure C Dispose of surplus bags Ensure daily sweeping & cleaning
19. Ordinary Mails Visit Ensure PRI(P) is visiting branch at the time of receipt and dispatch Ensure periodical visit to the branch by Postmaster
20. Accountable Mails and MOs Disposal of bags Ensure that all bags are opened Ensure that Insured and MOs are transferred under proper acquittance
21. Accountable Mails and MOs Transit/Delivery norms Delay noticed to be reported to office of booking. Suspicious delay from any particular office to be reported to Divisional Head for arranging enquiry
22. Accountable Mails and MOs Book of addressee’s instructions Ensure proper maintenance of the register in two parts - Temporary- 3 M - Permanent- 3 Y
23. Accountable Mails and MOs Register and Parcel abstract Ensure proper maintenance of the abstracts Ensure that every day the abstracts are tallied Check remarks on the returned articles Proper watch on Acknowledgement
24. Accountable Mails and MOs Acknowledgement Ensure that Ack is properly filled in and stitched to the articles Ensure that ‘AD’ is noted with numbers Ensure acks are correctly returned by Postmen
25. Accountable Mails and MOs Acknowledgement Ensure tallying of ack in abstract Ensure noting of acknowledgement posted in abstract Ensure correct disposal of ack to sorting branch Ensure proper sorting and bundling
26. Accountable Mails and MOs Register of MOs received for payment Ensure maintenance of the register Ensure tallying of the MO forms at the end of the day daily Ensure maintenance of register of redirected MOs
27. Accountable Mails and MOs Complaints Ensure proper disposal of complaints Ensure arrangement of cash for payment of MOs in office and BOs
28. Business products Information Ensure that full and correct information of the new products are available and given to customers Ensure that business procured by M/E are promptly attended
29. Business products Forms Ensure stocking of required forms and receipt books Don’t stop giving service for want of forms and receipt books
30. Business products Media post After sale service Procure such advertisement which are eligible for this service to avoid complication Ensure providing after sale services
31. Business products PLI/RPLI Ensure - Limit - correct collection of penal interest on defaulted premiums - accepting premium in lapsed policies only on revival
32. Business products Disposal of SP bag Ensure that SP bags are dispatched correctly at any cost.
33. Savings Schemes Counter Fit person to be posted Ensure availability of forms/PBs/Cfts Ensure availability of receipt books viz SB-28, SB-26 etc
34. Savings Schemes Withdrawals Follow the correct procedure for verification of S/S Ensure maintenance of SB-45 register Ensure verification of wdls of Rs.5000/ and above thr’ IPs
35. Savings Schemes Interest Ensure interest in SB ledger is posted as soon as interest statement is received Don’t retain the PBs unnecessarily Maintain Special error book for PBs not received for int
36. Savings Schemes Interest Ensure preparation and submission of list of PBs not received for entry of int in the month of July to IPs
37. Savings Schemes Closure Ensure ledger posting Avoid unnecessary retention of PBs A watch register may be maintained at HO
38. Savings Schemes Claims Ensure availability of required forms First step to ascertain as to whether claim is based on - nomination - legal evidence - SB-84/NC-60
39. Savings Schemes Claims Ensure correct forms are used for claiming Register the claim in Sanchaya Post software or in the manual register on the day of acceptance Avoid unnecessary verification of claim papers
40. Savings Schemes Objection Memos Extracts should be sent to SOs on the same day Extracts to be sent along with proforma duly entered in the SB slips Registers to be checked periodically
41. Savings Schemes Objection Memos In SOs OMs should be attended on the same day One register to be maintained and watched periodically Reply to be sent duly entered in LOD
42. Savings Schemes NSC/KVP Maintenance of NC-12(a) at HO In SOs the balance of stock should be noted in issue journal In SOs Memo of unsold certificate should be prepared at March every year
43. Savings Schemes NSC/KVP Ensure proper procedure in transfer cases Verification letters to be attended without any delay Ensure attending duplicate NSC/KVP and PBs promptly
44. Savings Schemes Other registers Register of undelivered PBs (SB-44) AT registers Cheque register
45. STRATEGIESON COMPLAINT-POLICY Speedy processing and finalization Settlement of claims if any Investigation for identification of office / official at fault Recovery of amount / article wrongly delivered/paid Recovery of loss by following principle of contributory negligence
46. CLASSIFICATION Unregd Mail, Magazines, Periodicals & others Speed Post & Express Parcel Regd / Insured letters Unregd / Regd / Insured Parcels VP Letters / Parcels Foreign mail
47. CLASSIFICATION…. 7. Money Order 8. Saving Bank / Certificates 9. Management and Staff 10. Miscellaneous 11. PLI/RPLI
48. Time limit for lodging complaint
49. Stages of handling of complaints Complaints are received in the O/o (i) Postmaster (Gazetted) (ii) Divisional Office Action on the complaint (a) Issue of enquiry note Information from O/O booking, Payment, other offices handling article, Audit office / RLO (b) Addressing letter to the complainant
50. Stages of handling of complaints… Stages of Communication Initial Acknowledgement. Periodical interim reply, indicating progress Final Reply Modes of Communication Mail Telephone, Fax E-mail etc.
51. Web based CPT Handling Software developed by PTC Mysore Web based software All Divisional Offices and selected Head Post offices are Customer Care Centers (CCC) Faster monitoring of complaints Paper less booking of complaints and monitoring
52. Web based CPT Handling… Click on launch internet explorer or double click on internet explorer or go to programs click on internet explorer Select http://indiapost.gov.in/cccand enter to get main page Type user name- and pass word and click on login button
53. Web based CPT Handling… Monitoring of complaints can be done at Circle Office and Directorate also
54. VARIOUS REASONS FOR COMPLAINT Delay in delivery / payment Non-receipt of acknowledgement Loss of articles Abstraction Wrong / Fraudulent payment / delivery Delay in transfer / closure of SB Accounts Other grounds
55. DELAY IN DELIVERY / PAYMENT Transit time as per norms circulated Observation of transit time by test letter Transit time as per result of live mail survey The information as discussed in the next slide is required for taking further action in general
56. Information required in complaints
57. Information required in complaints…
58. Additional information in case of LOSS OF ARTICLE The article was correctly routed and dispatched to the o/o delivery The addressee has not received the article The sender has not received back the article after lodging the complaint. Details of contents If insured. Proof of its placing inside
59. Additional information in case of LOSS OF ARTICLE…. Letter from addressee of its non-receipt if any Confirmation from sender about its not receiving back. Confirmation that article was not received and returned to sender Article not received / delivered to addressee Article has not been redirected to sender or to addressee at revised address The article is not lying undelivered in RLO
60. Additional information in case of ABSTRACTION The article was dispatched in sound condition by O/o booking The delivery was given open / delivery was refused The contents of articles were abstracted No fraud was committed by the addressee No fraud was committed by the sender Details of contents and proof if any Wrapper / covers if received from sender / addressee
61. Additional information in case of ABSTRACTION…. Copy of letter from the addressee intimating abstraction if any Condition in which article was received in office of delivery Result of weight recorded Manner of delivery List of inventory prepared (if open delivery) Whether any report received or sent about condition of article Whether articles or contents are lying at R.L.O.
62. Additional information in c/0 wrong/fraudulent delivery/payment The article was correctly addressed The article was delivered / paid The person to whom the article was delivered / paid is not correct addressee Letter from addressee intimating non-receipt of article Copy of acknowledgement received back if any
63. LEGAL LIABILITY OF DOP IPO Act Sec-6 : “The Govt. shall not incur any liability by reasons of the loss, mis-delivery of, or damage to, any postal article in course of transmission by post” IPO Act Sec-33 : Legal compensation for insured articles
64. LEGAL LIABILITY OF DOP…. IPO Act Sec-48 : Exemption from legal liability for money orders if it is due to fault of customers Accept liability if the fraud is done by postal official willfully or fault of postal official causing delay etc.
65. LEGAL LIABILITY OF DOP…. SB / SC Act : “No suit or other legal proceedings shall lie against any officer of the Govt. or any prescribed authority in respect of anything which is in good faith done or intended to be done under this Act”
66. LEGAL LIABILITY OF DOP… Consumer Protection Act: Sec-2 (d) (ii) “Whoever avails the facility of the post office is considered as consumer within the meaning of COPRA Act”
67. Thank you