Customer Focus Week

This week, we are focusing on our customers and how we can all maintain our reputation for great service.

Here are five things colleagues in Delivery can do to help keep us number one:

1. Yes we scan, especially at the doorstep

Customers expect to be able to track their items accurately. Always scan because each one triggers a notification to customers about their item.

2. Say it with a card

Give the customer a chance to get to the door. If they’re not at home, attempt Delivery to Neighbour (where possible). Always leave a fully completed ‘With your Neighbour’ or P739 ‘Something for you’ card so customers know where their item is.

3. Deliver on our promises

Make sure you follow customer instructions for redelivery, Redirections and Keepsafe. ‘Flick check’ to avoid mis-deliveries.

4. Don’t nest Door to Door items

Customers want their marketing material to have maximum impact. Nesting Door to Door items, late deliveries, or delivering multiple copies to one address, causes high volumes of customer complaints.

5. Collections on Delivery

Half of all collections are now on delivery. Make sure these are done so that our customers’ mail gets to the mail centre in good time.

Click here for more on Customer Focus Week.