Australia Post is a monopoly, and as a result there really isn’t any choice when you send parcels through the mail. Recently, I had an issue with my phone and Kogan had to send me a replacement battery (this is a story for another day) in the mail. A relatively simple task to conduct, but unfortunately my parcel has disappeared! This is despite visiting the Australia Post outlet twice which is where my parcel is recorded as being located. Now, this Australia Post outlet, is a licensed postage outlet (LPO) – meaning that it isn’t owned by Australia Post but rather is authorized to undertake Australia Post activities on their behalf.
As a result of visiting this LPO, we were informed to contact Australia Post. Being before Christmas, we were skeptical that we would get through in a prompt manner. But to our surprise we did. The customer consultant was lovely and put in 100% to try to track down the parcel. Unfortunately, it could not be located, but she did inform me that the item will be returned to sender within 10 days. Although this means a delay in receiving my parcel, it is great to see that Australia Post has service recovery strategies in place that ensure the item will be delivered in due course. Although, I would normally be frustrated by the delay, the fact that the customer consultant was so friendly and helpful over the phone today reassured me that my parcel will turn up!
This example helps to demonstrate the power of good customer service, if I had encountered a less than helpful customer service consultant, I can assure you this post would not have been positive for Australia Post.
The team at Vent2Me hope Australia Post thanks their hard working customer service consultants during this busy time period.
Fingers crossed, we are not wrong!
Until next time,
Cents and Sensibility
Julia Taine, Executive Director of Vent2Me, is a marketing problem solver and mentor. A mover and a shaker, Julia sees a niche in an industry, and takes it, by making it her own. Julia started Vent2Me, because people she knew were struggling with their online presence and their digital strategies. Julia knew she could help these people, and so here she is today.