The Reviews are in: “It is about the best service for our customers and we have had a huge increase in our Special Deliveries…”
Over 1500 branches attended the Mails Workshops held across the country in preparation for the busiest trading period of the year, with 2,700 registered delegates. We’ve received great feedback about how useful they have been and the impact they can have on sales and customer service as well as personal development and confidence.
Don’t just take our word for it – here’s a selection of comments from the Postmasters who attended:
“The workshop was very helpful for the staff member that went. She came back very confident in selling Special Delivery. Her first line of conversation is would you like it to arrive tomorrow then the rest of the 5 Ws. Since this workshop we have seen an increase in our special deliveries.” – Ashbury Avenue Post Office, Northern Ireland
“I was sent to the mails workshop by my manager and really felt that I gained a lot from it. I have realised that for our branch to hit target is not about sales, it is about the best service for our customers and we have had a huge increase in our Special Deliveries and Parcelforce AMs since coming back from the course. I felt that the material was excellent and the trainer, Gillian was fab.” – Omagh Post Office, Northern Ireland
“It was a great refresh for everyone and has helped us to understand the products and customers get from them, in return this has helped increase sales for both Royal Mail and Parcelforce in branch.” – Scotch Street Post Office, Dungannon
“The difference in remuneration and giving the customer the right options” - Tranmere Post Office, Birkenhead
“Since the workshop we went back to basics to make sure the 5ws are being used with every mails transaction! We have seen an increase with next day deliveries PF times services and with our international mail! Our counter clerks feel more confident in introducing drop and go and have seen an increase of new sign ups” – Northam Post Office, Bideford
“The branch has deployed the 5 Ws, this has had a significant impact over the last 4 weeks on special delivery upsells. Starting at 165 specials then 185 to 234 at week 33. The international parcel force and inland have also increased by 50%.” – Brookhill Post Office, Sheffield
“All priority mails have increased, special delivery upsells have increased from an average 149 to 206 at week 33.The postmaster redirects daily and demonstrates by example. They also have a weekly tracker to update the staff on the results.” – Huddersfield Road Post Office, Barnsley
If you were unable to attend the workshops or would like to run shorter sessions with your team you can find all the materials and supporting documents below.
We have suggested an outline session you can run with your teams based on what postmasters who attended said were the most useful takeaways from the training. We appreciate this is a busy period and we have broken this down to support you, whether you have 10 minutes, half an hour, or half a day.
Log in and let us know in the comments below if you attended one or if you have used the resources to conduct your own training in branch – we’d love to hear from you.