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Not more than 9 minutes waiting for the Post Office promised
Jean-Paul Bailly, President of La Poste, has announced several measures including the establishment of a customer service "worthy of the name, with a single phone. In practice, nothing revolutionary.You: 17/04/2009 at 10:18 (updated 11:54) Champion outside category "users exceeded" the Post is committed to making efforrts: new consumer service, less waiting at the counter and opening hours extended to Paris.
"We decided to set up for the whole group a customer service worthy of the name," for better information and more efficient processing of claims, said the President of the Jean-Paul Bailly, in an interview published Friday in Le Parisien / Aujourd 'hui en France.
This new service has nothing revolutionary. The angry customers may either: call 3631 (only free from a landline phone, from mobile surtaxé) see the space on the website (www.laposte.fr). Or old school method, write to Customer 99999 La Poste.
Already tested in the Ile-de-France and eight departments since February, this consolidation should be deployed across France by the end of 2009. "There is a real expectation, said Jean-Paul Bailly. Since February, we have received 7000 telephone calls per day and 100,000 customers per month have been connected to the Internet site. "
The real challenge, the waiting
The long queues, often protracted, especially pose a problem in large cities, especially in Paris.
The management group has identified a thousand offices where it really stubbed on 17,000 points of the hexagon (which includes the relay position among traders in villages and communal post offices).
"We are committed to reducing the average waiting time at the counters to less than 9 minutes from the end of 2009 and less than 8 minutes late 2010, announced the management. In 1000 the largest post offices, simple operations like withdrawal of a package will be processed by the end of 2009 in less than five minutes by opening a special window.
Other commitments: "If a problem of distribution, we are committed to what the tour is completed no later than tomorrow," says the chairman.
And return in the form of a gesture of goodwill will always be paid in the event non-compliance of the undertaking.
To avoid going over the counter recover letter (after calling card), customers can see it redistributed the following day by calling 14 hours before 3631.
Finally, in Paris, opening hours will be extended up to 20 hours on weekdays and 12:30 on Saturday (instead noon today).
Jean-Paul Bailly promises "a lot of effort will be made to adjust the schedules of offices in major provincial cities." Meanwhile, in the villages, the counters do not work more often than time.