Make the customers welcomed

1. Make the customers welcomed

2. Welcome • Now your office is clean and spotless • You know the nuances of professional dressing • Let us discuss how to make the customers welcomed and comfortable in our premises

3. 3 media of public interaction • Direct contact when the customers visit the post office • Telephonic interaction • Email interaction

4. When the customer visit the post office • Welcome the customer to your counter / office with a smile • Ensure that you salute the customer in traditional way – “Namaste” , “Namaskara”, “Good Morning “…….. • Start the conversation with “ May I Help You “ or “ what can I do for You “ • Listen to the customer carefully • Do not interrupt when the customer explain his need or complaint • Try to understand the problem by asking relevant questions at appropriate interval . • Summarize your understanding of the case to the customer so that both of you are in the same platform in understanding the case

5. Take a little extra effort to understand the needs of the customer

6. Case study • case study on misunderstanding the problem of a customer • Priya visits the post office with a RD passbook and documents related to the death of the account holder . Priya is the nominee in the account . Priya wanted to know whether she can now continue the account and the documents required for the same . • The counter clerk fails to listen Priya carefully . The moment she heard about the death of the account holder she stops listening . She gave the details of the document required for claim settlement by closing the account • Priya visited the post office again , submitted the documents for claim settlement • When Priya visited the third time, the account was closed and she was given the claim amount • Priya was shocked to see that the account is closed instead of transferring to her name and continuing as per the rule • 1. list out the communication break down in this case • 2. What would have been done to avoid this situation ?

7. Attending customer at the post office • Never disown the responsibility for the work/ situation . • For the customer it is the work of the post office . He/She is not concerned with the MDW of the office and internal staff arrangement. • Do not direct the customer to another official if the issue is not handled at your level . Instead the concerned official can be requested to come to your seat and take up the issue for resolving • Avoid using the postal terminology with the customer . Eg , SB 7 instead of withdrawal form , SB103 instead of pay in slip . • If you promise the customer to follow up the case , ensure that the promise is kept . Eg., ensuring sufficient cash for maturity payment of certificate or accounts. When the customer visit on the date promised by you , the amount should kept ready .

8. Attending customer at the post office • Never make the customer to visit your post office repeatedly for the same work • Customer should not be given the impression that you are obliging him . We should make the customer feel that we are obliged because of his visit to the post office • When the customer leave the office wish him or acknowledge his presence with a smile and nod

9. How to handle an irate customer • Make the customer take the seat • Offer him a glass of water • Listen to his grievances • Never disown the responsibility • Apologise even if you are not at fault • Allow the customer to vent out his frustration. Once he cools down, try to gather the required information and note it down . • If required, seek the help of the postmaster in resolving the issue

10. Attending the Customers who approach Post Office through telephone calls

11. Attending Calls • Let people know right away who’s attending the call • Identify yourself by giving the name , designation and the office . • “ Good morning , I am Rama , Postal assistant , Mysore Head Post Office . What can I do for You?” • If you get another call, the first caller has priority

12. Attending a phone call • Listen care fully • Get the details by asking appropriate questions , confirm the matter by repeating • Be clear and concise while speaking • Note down the case and follow it up • If the call is not meant for you , never keep the phone down and go away . • Note down the phone number of the caller • Make a note of the case and brief the concerned official . Let the concerned official return the call

13. Attending phone call • If you promise to give a reply call , you should call the customer and report promptly • If the customer is angry over the phone , never bang the phone down. • Listen to the complaint and apologise. • Once the customer cools down he will feel sorry for shouting at you …… may be ..may not be… but we are collectively responsible for the shortcomings in service delivery .

14. Making Call • When placing calls, state your name and office name immediately when phone is answered • Speak clearly • State the purpose of your call • Only use speakerphone for conference calls • Say please and thank you • Judge your audience before making small talk

15. E-mail Etiquette • E-mail only those people to whom your messages actually pertain to—don’t send mass or chain letters • M-ake a point of responding to messages promptly • A-lways use spell-check and grammar check before sending messages—be brief and clear • I-nclude your telephone number in your message • L-earn that e-mail should be used for business rather than personal use—don’t send anything you wouldn’t want to see in public

16. A small presentation on failure of communication communication failure - video.pps

17. Role of supervisor in creating a welcoming attitude in the staff • Postmaster should be properly attired • He / She should take round of the post office in the morning as well as during peak hours • Ensure that the counter PAs attend office a few minutes in advance of counter starting time , They are provided with sufficient cash and stock items before the counter starts • Wish your staff/ customers pleasant day • Ensure that the customers are not made to stand in the Q for more than 15 minutes • He should ensure that the infrastructure are in good working condition , staff are comfortable and the service is offered without delay. • If any customer unhappy and creating scene, he should immediately intervene by taking him to his chamber and sort the issue . He should never allow unruly scene in the counter • He should try to create a culture of happiness and harmony in the office • In a nut shell the post master should own the office and be a role model for his staff

18. “ A customer is the most important visitor to our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work . He is the purpose of it . He is not an outsider in our business. He is part of it . We are not doing him a favor by serving him. He is doing us a favour by giving us an opportunity to do so”.