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A most instructive lesson in 2013 technological customer service
DEAR EDITOR,
October 15, 2013 was an incredible experience at no other place but the Parcel Post Office, situated in the General Post Office building, North road.
I joined a queue of initially fifteen persons, separated, by sliding glass windows, from the postal employees across the counter, except that none was immediately available (presumably at the back of the facility procuring packages).
Eventually a uniformed employee approached, opened a small aperture, and indicated that she would receive the relevant slips. I got mine in before the space was effectively closed. The operative disappeared again.
Eventually this time two of them returned and placed packages of different sizes and shapes on a table, opened them for Custom inspection.
After a further wait a Custom Officer eventually emerged, inspected a number of exhibits, and retired. Then the sealed packages waited for the return of the Officer.
Previous experiences had accustomed me to this leisurely procedure. What I did not recall was the faint calling out of the names of clients through the closed glass windows. So much so that mine apparently was called several times before I actually heard it.
Eventually I, along with others through the grudging crack of the glass window, was given my slip to sign.
There was a collective sigh of relief. Now we were all headed for the closed cashier’s window, and vacant chair. As it turned out one of the attendants, who apparently was doubling as cashier, anxiously shouted through the still fastened window that she had to leave and seek ‘change’ before she could deal with a growing queue, by this time.
Eventually she returned to serve us, and studiously utilising the relevant documents which she was required to collect herself, wrote out receipts in duplicate, recorded relevant particulars in a noticeably used two quired book, and stamped all the necessary exhibits.
By this time she had ‘change’ for some clients; but had to negotiate other transactions all out of a wooden desk drawer.
Also interesting however, was that she sat nearly two feet below the speaker facility deliberately designed in the closed glass window to facilitate conversation.
All in all it was a most instructive lesson in 2013 technological customer service.
Eventually!
E.B. John
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