We have a business ambition to remain number one in letters and parcels. But the competition in the mails market is heating up and customers’ needs and expectations are changing. Being trusted and convenient is great, however we need to find new ways to stay relevant and continuously improve customer service.
We know Mails product and services are important to your branch - it's still the number one reason why people visit a post office.
Over the last several weeks we’ve been holding Mails workshops across the country to support you ahead of the biggest trading period. The workshops provide an opportunity to learn more about what today’s customers want, and get best practice on getting the basics right. You can also learn how best to promote key services such as Drop & Go and learn about opportunities presented by Pre-paid and Local Collect. The workshops are designed to ultimately help you grow your income.
Hundreds of postmasters have been attending the events. Postmaster Karen Wilson from Lockerbie branch in Scotland emailed the Sales team after attending a workshop in Glasgow at the end of September.
Karen said: “Prior to attending the workshop I would have said that our mails figures were good but there is always room for improvement.
“I took on board everything that was said about the 5 W’s and went back into my branch yesterday and had a chat with the staff that were on. What a difference it made, yesterday we had 18 specials and a large proportion were Saturday guaranteed, the previous Friday we had 5 and nobody opted for the Saturday Guaranteed Delivery.
“The training events that are put on are so valuable to me and my team, we get so much from them.
“All my other staff members will be attending the event in Dumfries and I will also be going along. I am certain that we will have a great festive period due to the training and preparation that we are carrying out now.”