Customer Service and Public Relations
This domain tests the counter manner and the complaint machinery: how standards are published, how a grievance is recorded, escalated and closed.
Service standards
- The Citizen's Charter published by the Department sets delivery and complaint-handling norms, and counters are expected to display them.
- Complaint channels are the post office counter, the India Post website, the helpline 1924 and CPGRAMS. Every complaint must be acknowledged and given a reference.
At the counter
- Greet, listen, restate the need, then explain the charge and the options before taking money.
- Attend first to senior citizens, differently abled customers and pregnant women; keep forms and a pen within reach.
- Never disclose one customer's address, account balance or article details to another. Secrecy of correspondence and account data is a duty, not a courtesy.
Handling an irate customer
- Let the person finish, then note the article number, date and office of booking, and check the tracking.
- Apologise for the inconvenience without admitting a fault you cannot verify; state what you will do and by when.
- Escalate in writing: Postmaster, Superintendent, Postmaster General, Chief Postmaster General, Directorate.
Worked example
A customer says a Speed Post article booked three days ago to another state has not arrived. Check tracking, confirm whether the notified delivery norm has been crossed, register a complaint with the article number, give the reference, explain the money-back guarantee conditions and the escalation route. The answer is evidence plus a recorded commitment, not a promise of refund.
Traps
- Promising compensation the product does not carry.
- Discussing another customer's details with a complainant.
- Resolving a grievance verbally with no complaint record.