RMCtv : Grant McPherson : Responding to customer demand in our Customer Service Points

[POSTMAN]

Grant Says

Responding to customer demand in our Customer Service Points

Increasingly we are developing products and services that take Royal Mail to the customers’ doorstep, enhancing convenience and driving towards a 98% first time delivery target. We are already doing this with services such as Parcel Collect, Safeplace and Bring My Label.

At the same time, over the last three years, we have seen a significant reduction in the number of customers visiting our Customer Service Points. In fact, the number of people visiting the CSP to collect their parcels has fallen from 6.6% to 1.7% of all parcels and numbers have remained low following the pandemic.

Reviewing our CSP opening hours

In conjunction with CWU, we are now undertaking one of our regular reviews of CSP opening hours in order to reflect the level of customer use. You can read our agreement with CWU here. LTB 317/22 – Royal Mail Customer Service Points (CSP) – Review of Opening Times

We will therefore be changing opening hours based on the number of customer visits in quarter four of 2021/22. This will also be based on the size of the CSP - the category file has been sent to managers today. This will take effect from 8 August.

Unit managers are being sent a factfile so they can determine the change in hours for each CSP, along with a WTLL brief to share with colleagues.
Overall, we are aiming to improve our ability to deliver parcels first time using a range of tools and services that are specified by our customers.

Convenience is a key competitive advantage and increasingly this means delivering that convenience at a customer’s own doorstep. This naturally requires us to review our CSP usage on a regular basis.

[wallan]

Create the demand , CSP,s should not only be for Collecting Items , they should also be Available for Posting Items
We did , we had The Latest Posting Facility In The Area

[1617mel]

Will the reduced hours in the callers office mean a reduction in jobs.

[Woody Guthrie]

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[clashcityrocker]

Create the demand , CSP,s should not only be for Collecting Items , they should also be Available for Posting Items
We did , we had The Latest Posting Facility In The Area

Do you mean you weighed items and sold the postage?
Otherwise as far as I know they have always been available for posting items.

From my experience at least 50% of the people who pass through the CSP would be very happy if we started selling stamps.

[Clappedoutpostie]

Slash and burn management.

[Ozzvaldo]

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I heard a rumour about tracked simply being put out for redelivery the following day sometime last week. The problem is going to be the serial packet orderers who are never in, have no safe place and their neighbours hate their guts. There are plenty out there. I've got people on my round I'm sure most on here have, whose attitude is, "I'm never in, but I don't mind picking them up from the office so I'm not going to leave my shed open or provide a parcel box". Plus, we have a large proportion of terraced streets in our delivery area. Not many safe places in those areas.

There are rounds in my office that are really going to be struggling with all the "extra" parcels on top of the mail for that day. We only have Combos and they're barely adequate now for one day's work without having to fit 3 previous days of returns in as well......particularly as the largest parcels we deal with seem to be increasing in size. Parcel Force drivers are thin on the ground around here.

Also, where is the extra time coming from.? Whether it's going round numerous neighbours to get rid first time, or repeat attempts on subsequent days, this will inevitably lead to more bullying by management when posties want to finish on time and ask to leave work in to account for time spent trawling around for places to leave stuff.

[2yearpostie]

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I heard a rumour about tracked simply being put out for redelivery the following day sometime last week. The problem is going to be the serial packet orderers who are never in, have no safe place and their neighbours hate their guts. There are plenty out there. I've got people on my round I'm sure most on here have, whose attitude is, "I'm never in, but I don't mind picking them up from the office so I'm not going to leave my shed open or provide a parcel box". Plus, we have a large proportion of terraced streets in our delivery area. Not many safe places in those areas.

There are rounds in my office that are really going to be struggling with all the "extra" parcels on top of the mail for that day. We only have Combos and they're barely adequate now for one day's work without having to fit 3 previous days of returns in as well......particularly as the largest parcels we deal with seem to be increasing in size. Parcel Force drivers are thin on the ground around here.

Also, where is the extra time coming from.? Whether it's going round numerous neighbours to get rid first time, or repeat attempts on subsequent days, this will inevitably lead to more bullying by management when posties want to finish on time and ask to leave work in to account for time spent trawling around for places to leave stuff.

Safeplace, local post office.

[yellowbelly]

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I heard a rumour about tracked simply being put out for redelivery the following day sometime last week. The problem is going to be the serial packet orderers who are never in, have no safe place and their neighbours hate their guts. There are plenty out there. I've got people on my round I'm sure most on here have, whose attitude is, "I'm never in, but I don't mind picking them up from the office so I'm not going to leave my shed open or provide a parcel box". Plus, we have a large proportion of terraced streets in our delivery area. Not many safe places in those areas.

There are rounds in my office that are really going to be struggling with all the "extra" parcels on top of the mail for that day. We only have Combos and they're barely adequate now for one day's work without having to fit 3 previous days of returns in as well......particularly as the largest parcels we deal with seem to be increasing in size. Parcel Force drivers are thin on the ground around here.

Also, where is the extra time coming from.? Whether it's going round numerous neighbours to get rid first time, or repeat attempts on subsequent days, this will inevitably lead to more bullying by management when posties want to finish on time and ask to leave work in to account for time spent trawling around for places to leave stuff.

Safeplace, local post office.

RM pay the PO for each item that is collected by the recipient or processed as a Local Collect, that's why (if it's true) they
want to re-attempt delivery ad nauseum.

[Ozzvaldo]

_20220722_164432.JPG

I heard a rumour about tracked simply being put out for redelivery the following day sometime last week. The problem is going to be the serial packet orderers who are never in, have no safe place and their neighbours hate their guts. There are plenty out there. I've got people on my round I'm sure most on here have, whose attitude is, "I'm never in, but I don't mind picking them up from the office so I'm not going to leave my shed open or provide a parcel box". Plus, we have a large proportion of terraced streets in our delivery area. Not many safe places in those areas.

There are rounds in my office that are really going to be struggling with all the "extra" parcels on top of the mail for that day. We only have Combos and they're barely adequate now for one day's work without having to fit 3 previous days of returns in as well......particularly as the largest parcels we deal with seem to be increasing in size. Parcel Force drivers are thin on the ground around here.

Also, where is the extra time coming from.? Whether it's going round numerous neighbours to get rid first time, or repeat attempts on subsequent days, this will inevitably lead to more bullying by management when posties want to finish on time and ask to leave work in to account for time spent trawling around for places to leave stuff.

Safeplace, local post office.

The satellite town that I deliver to, 5 miles from our main delivery area, has 4 shared van rounds and one Post Office. A VERY small Post Office in terms of the floor area it occupies. You can barely swing a cat in it. The piles of Local Collect stuff they get occupying valuable space, depending on number and size, day, can cause the postmaster problems with simply operating his business.....especially when people don't collect it for a couple of days. And he's very vocal about it. We simply don't leave items other than Local Collect there......let me reiterate, it is a very, very small shop.

[wallan]

Create the demand , CSP,s should not only be for Collecting Items , they should also be Available for Posting Items
We did , we had The Latest Posting Facility In The Area

Do you mean you weighed items and sold the postage?
Otherwise as far as I know they have always been available for posting items.

From my experience at least 50% of the people who pass through the CSP would be very happy if we started selling stamps.

Yes we Sold Stamps ,

[Jahpostie]

Do what the Swiss appear to do. If they can't deliver return to sender. Happened to me!

[A2B]

So will there be a change to the 739 card to reflect this? I would be more than a little annoyed if i went to collect my parcel only to be told it wasn't there and had probably missed the redelivery

[fb1969]

Surprised Super Si hasn't suggested adding a tea room or community support cafe to the CSP areas. It's the sort of fuckwiited thing he's likely to think of.

[GRS]

I wouldn't have thought you would leave a P739. As the above seems to relate to Tracked items then customers would have received an electronic update on the item. If they were out surely the message they receive will say something along the lines of "We were unable to deliver your parcel today and will attempt delivery the next working day". One problem I see being if nobody is at home on the first attempt then they are just as unlikely to be there on the following days if they wok regular hours.