Post Office branches in Volg etc?

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21

Are you referring here to unskilled clerk or... people who are unable to print their labels at home?

To both of those, best solution is MyPost24.

Well but he is the customer of post (which is pretty expensive) so it makes sense that he has expectations (don't we all?). I think this is often the problem here - we get low quality of service for a lot of money - and interestingly many people seem to be simply OK with it.

22
Please be aware that post office employees need to know much more than just using a cash register. They advice customers on numerous scenarios, need to know the specifics of duty, taxes, currency, etc and provide information on a wide array of enquiries.

There have been some ignorant and judgemental posts of late on people who do not choose academic fields or choose to work in the service industry. I work with apprentices learning retail and many are proud of their jobs; as they should be.

23
How did I deserve groaning? I am just presenting my (and of many others too) point of view.

Well, what Tom was referring to was basically using cash register / system in a wrong way (and not taxes, scenarios etc. - so a very basic task). I am sure Volg or Spar employees handling 'PostOffice' won't give any information about duty, taxes, currency etc - and that is ok, but not being able to handle simple, basic task in efficient manner is just bad, poor customer experience (as Tom described) - so I won't identify with 'poor employee' here but rather express expectations.

I haven't been negative towards people working in service industry - I am just saying that often level of service is low (in comparison to other countries) and costs a lot at the same time.

24
"Low" is already demeaning and retail workers receive a minimum salary.

25
Of course, all patience with apprentices and the people behind counters, but f*** the management that put the retail people in such hard positions with their savvy decisions.

For empathy, it's a complicate issue. I've put myself in a situation to learn a 2nd Swiss national language and daily life has sometimes some less than pleasant interactions. It's really hard to feel empathy when one of the people from that generation making snide comments about your use of language cries about having issues with "computers" or dealing with laws.

26

?? But that's the fact, why should I pretend that something is fine when it's not?

Maybe if workers wouldn't provider low quality of service they would get better salary? Also I as customer have a right to have expectations when I pay for service - this is how things work.

Problem is that lack of expectations (and competition) leads exactly to problems that we discuss here.

27
Good on you for learning a second language and adapting. It's easier for some than for others.

I'm about to hit 60 and have realized it's no longer as easy for me to accommodate new PC skills as it has been. Sometimes it feels like my brain is full and trying to figure out another new software may ultimately lead to an explosion in my head.

28
When I came to Switzerland, retail workers were respected positions. These people were providing an appreciated service to the locals. I still look at them in the same light. Your attitude reeks of arrogance and a lack of soft skills.

Edit: I apologize for being harsh. Retail clerks hold a special place in my heart. I know from experience what they go through in their apprenticeship with some being taken advantage of. We should be proud of any education our youth choose and encourage them to be confident in forging worthwhile lives.

29
But on the other hand, newer software is getting much easier to use and is pretty intuitive.

30
Some software is easier but there are definitely those that aren't.

31

That's understable, at the same time (going back to original post from Tom) - it was about following a procedure (and a correct one!) - nobody expects to be computer master mind at that stage and / or position (I am referring to descibed shop sales person) - just doing their job that they are paid for properly.

And they should! I don't know how you came to conclusion that I don't respect such people. Respect doesn't mean however that we, as customers have to accept a low quality of service - at the end of the day, we pay our hard money for those services.

As for my attitude - if by 'soft skill' you mean not only saying that 'everything is perfect and ok and that people underdelivering in their jobs are just fine' then yes I am not such person - I don't see a reason why I shouldn't share my honest feedback. Maybe look at this from other perspective, if people like Tom would after their negative experience simply quietly take their business else where (as it was suggested here) sooner or later this will lead to financial issues for that business - it's that simple. On the other hand if there would be an honest, direct feedback this might actually improve the service and save the business - wouldn't that be better?

32
I apologize for being harsh. Retail clerks hold a special place in my heart. I know from experience what they go through in their apprenticeship with some being taken advantage of. We should be proud of any education our youth choose and encourage them to be confident in forging worthwhile lives.

There are many reasons for "low quality service" and often it is not even the fault of the individual. Complaints can indeed be helpful in rectifying a situation and being able to approach critcism positively is also a valuable skill.

33

It is for people who use it, but for those who don't it is very intimidating i think

34

Yes,, that is how the apprenticeship work in Switzerland. On the other hand, where all the rural village Post Offices have closed, to be replaced by a side counter in a local grocer's or, as said, even Museums, in order to keep the service for local people, mainly the elderly who can't easily go to the nexr large village or town- the people who work there have had minimal training, and don't have anyone there to check on procedure, etc, if asked to do something they have no experience in.

35

I know how that works, but in my opinion in many, many cases (mostly for simpler jobs) 3 year apprenticeship is the way to get cheap staff rather than do learning in that time - that's the reality.

I still don't believe you need 3 years to learn to process customer request / queries as PostOffice clerk (despite how system works).

In many other countries system is different, training for sales person / post office clerks lasts couple weeks / a month and in that time people are able to learn all they need to perform such job (I have 2 people in further family who worked as Post Office clerks - outside of CH)

36

at 16, or even 15, kids are still young, the apprentice scheme is not only learning about selling stamps to Tom is is a continuation of education and a transitional period from school to the real world

37
The recently upgraded post office at Signy Centre has a self-service counter. I haven’t looked at it in detail but I think it’s Scan —> Weigh —> Deposit.

38
Yes, and that attend school part of the time, continuing to learn 1 national language and another (English mostly), basic maths, their own language, computer literacy, etc, and how to deal with new technology. Something the old guy and his wife at our local grocer's, that were requested to take over the PO office after it closed, did not benefit from. As said, they mostly agreed as a 'social support' for the local community, especially older people- and they barely make a profit for their efforts!

39
I was wrong - they do it at the main post office too. I never noticed it before.

The "typed-in" receiver's address appears on the till receipt (which you get to acknowledge receipt of the parcel by the Post Office, even if you paid online.

Anyway, my lack of confidence assumption was correct - the cashier is copying the typed address from the pre-printed label (the address which is already in the system) and entering into the system a second time.

I checked the last two. The address is incorrect. She got the post code wrong on the last one which is a worry as the UK postcode is used automatically to get the parcel in range of just a few houses.

I believe the address typed in by the cashier is just used for the till receipt - the parcel address is untouched. I really hope when the parcel is scanned at the various stages on route, it doesn't link to the typed-in address.

I asked at the branch. The cashier just shrugged her shoulders and said that's what they did.

I tried to contact Post online but get in an endless loop:

Getting here:

Do you have questions about our services or any problems?

Do you have any questions or problems concerning our services that you haven’t found the answers to? Please contact us .

Takes you to:

Other

Requests for change and feedback

Which takes you to:

Do you have questions about our services or any problems?

Do you have any questions or problems concerning our services that you haven’t found the answers to? Please contact us . ...

And so on ad infinitum.