Jumaat, 12 Jun 2015

Pos Laju - Please Beef Up Your Services


The Truth About Pos Malaysia

I had the opportunity to wait for an hour just to get my parcel at the Pos Laju counter of the KK Post Office last week. It’s not my first experience, but it was an eye-opener.
There is a serious lack of team-work or a serious love of bureaucracy at that place.
First, there were more than 20 customers waiting to get their parcel. Then, there was only 1 staff on duty at the collection counter. That poor chap had to handle inquiries, confirm status of parcels in the system before requesting for the parcel from the ‘back room‘, get to the ‘back room’ to get the parcels, hand over the parcels to the customers and also receive complaints.
Usually there’s another lady working with him, but I guess she was on leave or something. I sympathize with him because almost all undelivered pos laju parcels in KK have to be collected from that counter, so you can imagine the number of customers that he had to attend to everyday.

On the other hand, there were almost no customer at the receiving counter.

I guess that’s because people prefer to post their pos laju at other mini-post offices – easier parking and less crowded. With so much time on my hands (I had to wait almost 1 hour to get my stuff), I can’t help but listen to the chit chats of the 2 staff at the receiving counter.

They had so little to do and yet they didn’t even bother to help their obviously swamped colleague.

There were absolutely no spirit of teamwork. They could have helped to get the parcels from the ‘back room’. Or they could assist with tracking customers’ inquiry.
But they didn’t. They let their colleague suffer alone.
I also get to listen to the customers’ grouses.
Among them:
  1. The Pos Laju van does not wait long enough for people to get to their gates. Imagine if the only person in the house is an elderly, who cannot rush to the door immediately upon their honking or ringing of the doorbell – they’ll have to visit the Post Office.
  2. Pos Laju delivery staff does not try hard enough to locate an address – one customer has her office at Asia City (about 10 minute-walk from the Post Office), but the Pos Laju staff said that he couldn’t locate the address.
  3. Sometimes, Pos Laju staff doesn’t even go to some addresses – that’s why customers sometimes don’t even get the Notification slip although tracking may state ‘Unsuccessful Delivery’. So, don’t try to send a secret admirer Surprise’ gifts using Pos Laju – it may never reach the addressee, and the addressee may never know about it.
  4. And many more unpleasant stories….
I don’t think the customers were lying. And you can’t blame them – some had to leave their seats to renew their parking coupon.
In my humble opinion, Pos Malaysia need to better manage their manpower. Honestly, how do they monitor their staff when they are on the road? They also must train their staff to have teamwork, to support each other in the interest of the organization.
These are challenging times – some of their services are becoming almost obsolete and their competition is giving better services.
I do love Pos Malaysia – they’ve been around for so long and have given us so much, so I hope Pos Malaysia will improve themselves, prosper and stay on.

– Pos Laju – Please Beef Up Your Services Pos Malaysia!

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