We talk to Postmaster Prabhjot Singh in Ilkeston, Midlands, one of the top 10 Post Office branches during our focus on customer experience in Love Your Customers week (10-14 February). A massive 92.5% of our customers, who shared their feedback during Love Your Customers week, celebrated the brilliant level of service provided by our Postmasters and branch teams by rewarding us with an Extra Mile.
How do you feel about Ilkeston branch making the top 10?
I am very proud that our branch is in the top 10. It is very heart-warming that our hard work and determination is being recognised by our lovely customers. Obviously, we would be nowhere without our fantastic customers who make our job what is today, FUN! By giving out the feedback, they have proven that how much they do love us.
I would also like to show my appreciation to my area manager Rachel Bailey (pictured, with Prabhjot) for her hard work and giving our team goodies for Love Your Customers week. You are the best Rachel. Our branch sub-postmistress Sandy also play a vital role as she is always there to support her team members. She is the backbone of our Post Office.
What do you think you do to offer a good customer experience in Ilkeston branch?
We treat all our customers like our family members and always give them a smile. No matter what’s going in the Post Office, a smile makes everyone happy. Providing efficient service is also one of our main motives nowadays. No-one likes to wait in queues, so my main focus is always in maintaining and organising our office which helps us to provide an express service to make our customers happy. If I can’t help my customers, I still do my best to help them out by giving them the Here To Help Leaflet (PL4385).
Did you do anything differently in Ilkeston branch during Love Your Customers week?
During Love Your Customers Week we have distributed Post Office key rings and pens and gave out occasional bars of chocolate, which brings a unique smile to customers’ faces. We also offered our customers a Parcelforce discount which made it more special.
What advice or top tips can you offer on providing customer service excellence?
- Just remember you will get a lot more with sugar then lemon. Always smile and keep your customers sweet by giving them an express service, so that they think by going to Post Office they didn’t waste their time. Treat them with respect and they treat you with respect as well.
- Always ask your customers which denominations they would prefer.
- Always make appointments for lengthy transactions like passport check and send, so that we can promote our other products.
- Provide them with suitable leaflets which make it clearer.
Always remember, CUSTOMERS ARE ALWAYS RIGHT!