Handling with care
The Chairman’s Awards for Excellence shines a spotlight on the best of the best of Royal Mail.
And the Escalated Complaints Resolution Team (ECRT), finalists in this year’s Customer Experience: Handle with Care Award category, based in Plymouth, certainly go above and beyond when it comes to tracking down missing packages.
Using their finely-tuned investigative skills to reunite customers with gifts, family photos, passports and even insects, is all in a day’s work for them.
When a package containing live butterflies for release at the memorial service of a customer’s son failed to arrive, the team arranged for the package to be re-delivered within ten minutes of closing the call.
On another occasion, two photographs autographed by Formula One drivers Daniel Ricciardo and Max Verstappen arrived with a customer folded and torn. The ECRT contacted the Red Bull racing team, who agreed that if Royal Mail reproduced the photos, Red Bull would rearrange to have them resigned by the drivers.
The queries that the team deal with often require compassion, patience and understanding. The ECRT really know what works, and help others to develop call-handling techniques and customer empathy, sharing the secret of excellent service across the business.
Will they win this year’s Customer Experience: Handle with Care Award at the 2018 Chairman’s Awards for Excellence? Find out when the winners are announced at the ceremony on 18 October.
Customer Experience: Handle with Care Award finalists
- Escalated Complaints Resolution Team
- Gwyneth Rowlands
- Victoria Thorley
- Shane Walker
- Pauline Williams
