Customer care and grievance handling

Why care the customer? They are our source of revenue – the reason for our existence – Our salaries depend on the revenue and taxes They have got a choice – if not satisfied, they can leave us – We are one of their choices; for us they are the only choice

Why care the customer? they can, not only leave, if aggrieved, but also can spoil the image and business ----bad things spread quite faster ---they started expecting higher quality in service ----they got money and other options ---they can’t bear delay or damage to services ----they need not

---they can drag us to courts, as aggrieved consumers ----every system generally supports the customer only --- they repeatedly come for satisfied service ----that only ensures our tomorrow

Basic policy on complaints  Every complaint is bona fide unless proved contrary  The customer is always right and deserves prompt attention  Divisional head should ensure speedy redressal of grievances  Prevention / removal of the cause / scope for future grievances by identifying areas of concern

STRATEGIES ON COMPLAINT-POLICY  Speedy processing and finalization  Settlement of claims if any  Investigation for identification of office / official at fault  Recovery of amount / article wrongly delivered/paid  Recovery of loss by following principle of contributory negligence

Time limit for lodging complaint CategoryPeriod MO & VP articles12 months from date of issue (2 years in case of FPOs) Loss or damage of Registered/Insured articles in c/o compensation 3 months from the date of booking of article Other complaints of inland post6 months from the date of incident Miscarriage / loss / destruction of IPO 12 months from the last date of the month of issue Foreign articles9 months from the date of posting Speed Post / Express Parcel1 month from the date of booking. 2 months in case of ISP and refund cases

Stages of handling of complaints Complaints are received and dealt in the O/o (i) All computerised offices (ii) Postmaster (Gazetted) (iii) Divisional Office Action on the complaint (a) Issue of enquiry note Information from O/O booking, Payment, other offices handling article, Audit office / RLO (b) Addressing letter to the complainant

Stages of handling of complaints Stages of Communication – Initial Acknowledgement. – Periodical interim reply, indicating progress – Final Reply Modes of Communication – Mail – Telephone, Fax – etc.

Web based grievance handling An extension of India Post site Settlement process is very quick MIS reports available for all levels Critical monitoring process is built in through escalation reports Customer can also pursue status Online booking of complaints feasible

Web based grievance handling CBT on web based grievance handling is placed in your PC (ascertain path from instructor) – Watch this at your leisure Let us use the training site to understand the settlement process