Swiss Post realigns its customer care at post offices
Swiss Post is adapting its over-the-counter-business in post offices. In a pilot project it is now differentiating between sales transactions that need to be completed quickly and more time-intensive advisory business. The realignment is part of various pilot projects by Swiss Post to improve its response to changing customer requirements.
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Nine out of ten customers simply want to make a quick payment, drop off a parcel or a registered letter at a post office. Swiss Post aims to serve these customers even more efficiently than before. For customers who would like advice or have other more time-intensive requirements – such as opening a PostFinance account or concluding a new mobile phone subscription – Swiss Post is setting up special advisory options at selected post offices.
By dividing sales transactions and advisory business, customers can be served in post offices according to their requirements. To ensure the realignment is more well-received by customers, Swiss Post is also testing a general redesign of customer areas in the pilot post offices. Visual measures and, where available, a modified ticketing system will promote the new type of customer advice to customers.
Pilot project at around 70 post offices
During the coming months the new concept will be tested at around 70 post offices throughout Switzerland. The first pilot project will start on 15 July 2015 at 14 post offices in the Weinfelden/Frauenfeld area; more will follow in August at Geneva Petit Lancy (3.8), Visp (3.8), Lugano Centro (3.8), Interlaken (10.8) and Delémont (17.8). Initial results of the pilot projects are expected towards the end of 2015 at the earliest. Swiss Post will then decide on a possible nationwide rollout of the new realignment of services for the post office network.
Further development of post office services
The realignment of sales and advisory business is part of a series of pilot projects which Swiss Post has launched to improve customer focus. Since the beginning of April 2015 Swiss Post has been testing the acceptance of an adjusted range of third-party products at 20 selected post offices and since May 2015 around 60 post offices have been trialling more customer-friendly counter opening hours.