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> Post Office, Customer service; what's that?
On the edge
post Nov 19 2013, 06:54 PM
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Newbury Post Office has just one 'self service' machine. Great way to avoid the compulsory long queue, but I've never yet found it working! Why not put a notice on it at least? This would save the uninitiated a few minutes trying to follow the badly written instructions. But no, apparently the staff are 'not allowed' to do this. Apparently, the machine stops when members of the public break it! Sadly, Post Office officialdom gives state sponsored monopolies a bad name; regrettably we can't go anywhere else.


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user23
post Nov 19 2013, 07:43 PM
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QUOTE (On the edge @ Nov 19 2013, 06:54 PM) *
Newbury Post Office has just one 'self service' machine. Great way to avoid the compulsory long queue, but I've never yet found it working! Why not put a notice on it at least? This would save the uninitiated a few minutes trying to follow the badly written instructions. But no, apparently the staff are 'not allowed' to do this. Apparently, the machine stops when members of the public break it! Sadly, Post Office officialdom gives state sponsored monopolies a bad name; regrettably we can't go anywhere else.
Isn't it a private company now?
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Exhausted
post Nov 19 2013, 08:38 PM
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QUOTE (user23 @ Nov 19 2013, 07:43 PM) *
Isn't it a private company now?


Isn't the Post Office a different lot from Royal Mail, which latter has been privatised.
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Nothing Much
post Nov 19 2013, 08:55 PM
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Why not put a notice on it at least?

Along the lines of "This machine does not dispense Jaffa Cakes or Yorkie Bars."
That would sort out the uninitiated.
ce
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On the edge
post Nov 19 2013, 08:58 PM
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QUOTE (user23 @ Nov 19 2013, 07:43 PM) *
Isn't it a private company now?

Big difference between the words 'privatisation' and 'competition' - many people just don't get that; certainly not Post Office managers.

Real competition would be letting anyone take on the business.


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MontyPython
post Nov 19 2013, 09:02 PM
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QUOTE (user23 @ Nov 19 2013, 07:43 PM) *
Isn't it a private company now?



It'll take a while to get rid of the Public sector "Couldn't give a toss" attitude though!
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motormad
post Nov 19 2013, 10:33 PM
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Went into Thatcham Broadway to get some Salad Cream today
Opening Times of the post office written by hand on some paper and taped onto the door... nice.


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dannyboy
post Nov 20 2013, 09:39 AM
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QUOTE (On the edge @ Nov 19 2013, 06:54 PM) *
Newbury Post Office has just one 'self service' machine. Great way to avoid the compulsory long queue, but I've never yet found it working! Why not put a notice on it at least? This would save the uninitiated a few minutes trying to follow the badly written instructions. But no, apparently the staff are 'not allowed' to do this. Apparently, the machine stops when members of the public break it! Sadly, Post Office officialdom gives state sponsored monopolies a bad name; regrettably we can't go anywhere else.



Never a long queue on the occasions I have been in there.

Machine broken because people using it break it? Hardly the Post Office's fault.

Instructions badly written? Matter of opinion really.

There are many alternatives to going to the post office.

Yes, the staff could have stuck an 'Out of Order' sign on the machine. Yet, if you have not yet found it working, surely your expectation of finding it working was misplaced?
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Biker1
post Nov 20 2013, 10:10 AM
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QUOTE (dannyboy @ Nov 20 2013, 11:39 AM) *
Never a long queue on the occasions I have been in there.

WOW! ohmy.gif
When do you go in?
Let me in on your secret.
Obviously not at around lunch time when a lot of people want to use the facilities but the staff go to lunch as well leaving 1 or 2 positions open! sad.gif
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dannyboy
post Nov 20 2013, 10:12 AM
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QUOTE (Biker1 @ Nov 20 2013, 10:10 AM) *
WOW! ohmy.gif
When do you go in?
Let me in on your secret.
Obviously not at around lunch time when a lot of people want to use the facilities but the staff go to lunch as well leaving 1 or 2 positions open! sad.gif

3 days ago, about 4:30.

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Strafin
post Nov 20 2013, 11:41 AM
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Not a chance.
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On the edge
post Nov 20 2013, 11:44 AM
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QUOTE (dannyboy @ Nov 20 2013, 09:39 AM) *
Never a long queue on the occasions I have been in there.

Machine broken because people using it break it? Hardly the Post Office's fault.

Instructions badly written? Matter of opinion really.

There are many alternatives to going to the post office.

Yes, the staff could have stuck an 'Out of Order' sign on the machine. Yet, if you have not yet found it working, surely your expectation of finding it working was misplaced?

Ho Ho Ho Mr Smug! laugh.gif

Have to agree with you though, this epitomises customer service in Newbury. Second best, nah, not when we can have second rate.

I simply hate bad management and its consequence dreadful customer service. Lets everyone down.


NB - machine design is a skilled job. Where customers are concerned, operation should be intuitive. So poor instructions are not simply opinion. I could go on, but unless you really understand what good service means you won't get it.


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dannyboy
post Nov 20 2013, 12:20 PM
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QUOTE (On the edge @ Nov 20 2013, 11:44 AM) *
Ho Ho Ho Mr Smug! laugh.gif

Have to agree with you though, this epitomises customer service in Newbury. Second best, nah, not when we can have second rate.

I simply hate bad management and its consequence dreadful customer service. Lets everyone down.


NB - machine design is a skilled job. Where customers are concerned, operation should be intuitive. So poor instructions are not simply opinion. I could go on, but unless you really understand what good service means you won't get it.



I don't disagree. Problem is people can be rather thick.
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dannyboy
post Nov 20 2013, 12:22 PM
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QUOTE (Strafin @ Nov 20 2013, 11:41 AM) *
Not a chance.

Every chance. Monday. Could have been 4:40.

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On the edge
post Nov 20 2013, 12:33 PM
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QUOTE (dannyboy @ Nov 20 2013, 12:20 PM) *
I don't disagree. Problem is people can be rather thick.

.....particularly those who think they can design machines without any understanding.


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dannyboy
post Nov 20 2013, 12:38 PM
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QUOTE (On the edge @ Nov 20 2013, 12:33 PM) *
.....particularly those who think they can design machines without any understanding.


You are right. Peope designing machines should accept that certain people are too stupid to be trusted to use them properly & design accordingly.

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Andy Capp
post Nov 20 2013, 12:40 PM
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QUOTE (dannyboy @ Nov 20 2013, 09:39 AM) *
Never a long queue on the occasions I have been in there.

Lucky then, or you have the enviable option to go out of core hours.

QUOTE (dannyboy @ Nov 20 2013, 09:39 AM) *
Machine broken because people using it break it? Hardly the Post Office's fault.

IF that is the reason, but that doesn't take in to account how long this has been the case.

QUOTE (dannyboy @ Nov 20 2013, 09:39 AM) *
Instructions badly written? Matter of opinion really.

OR a matter of fact.

QUOTE (dannyboy @ Nov 20 2013, 09:39 AM) *
There are many alternatives to going to the post office.

That list gets smaller when you have something tangible to send.

QUOTE (dannyboy @ Nov 20 2013, 09:39 AM) *
Yes, the staff could have stuck an 'Out of Order' sign on the machine. Yet, if you have not yet found it working, surely your expectation of finding it working was misplaced?

He also didn't explain how often. this is the case, although it is not clear he expected it to be working, perhaps he hope it was the case. However, it doesn't negate his OP's argument.
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dannyboy
post Nov 20 2013, 12:42 PM
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QUOTE (Andy Capp @ Nov 20 2013, 12:40 PM) *
Lucky then, or you have the enviable option to go out of core hours.

Very. And yes I do.


IF that is the reason, but that doesn't take in to account how long this has been the case.

Dunno.


OR a matter of fact.

Maybe


That list gets smaller when you have something tangible to send.

Plenty of options though. Could be costly mind.


Where did he say he approached it expecting it to be working?

I'd imagine he's not going to bother approaching it expecting it not to be working
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Andy Capp
post Nov 20 2013, 12:43 PM
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Quote properly or sod off
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dannyboy
post Nov 20 2013, 12:44 PM
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QUOTE (Andy Capp @ Nov 20 2013, 12:43 PM) *
Quote properly or sod off

LOL.

You sod off.
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