2CUSTOMER CARE / SERVICE WHAT IS CUSTOMER CARE / SERVICE?WHAT ARE ITS ADVANTAGES?
3CUSTOMER CARE / SERVICE Customer Care is- being sensitive to the needs & expectations of customers- about providing a continous improvement in what we do & “enriching the customer experience” of a product / service
4CUSTOMER CARE / SERVICE From good customer service,Our organisation gets- Increased customer satisfaction- Repeat business from satisfied customers- Word of mouth publicity from satisfied customers- Customer loyalty due to the reputed & complaint-free customer service
5ENQUIRIES & COMPLAINTS Complaints & enquiries regarding articles of letter mail & parcel mail in the foreign post must be submitted BEFORE LAPSE OF ONE YEAR from the day following the day on which the article was posted(Rule FOREIGN POST MANUAL)
6EXEMPTION FROM RESPONSIBILITY IN CASE OF REGISTERED ARTICLES:No responsibility must be accepted for the loss of registered articles in the following cases:Whenever a loss occurs due to causes beyond controlIf an enquiry into the disposal of an article is rendered impossible by the destruction of official records through causes beyond controlIf the claim is made by the sender one year after posting of the articleIn case of articles that have been confiscated under the provision of law(Rule FOREIGN POST MANUAL)
7EXEMPTION FROM RESPONSIBILITY IN CASE OF REGISTERED ARTICLES:No responsibility must be accepted for the loss of registered articles in the following cases:In case of articles that have been delivered in accordance with the rulesIf the enquiry was received after the expiry of the prescribed period of retention of official records relating to that articleRelated to customs declarations & the decisions of customs department(Rule FOREIGN POST MANUAL)
8EXEMPTION FROM RESPONSIBILITY IN CASE OF INSURED ARTICLES:No responsibility must be accepted for the loss, theft, damage of insured articles in the following cases, in addition to the cases discussed earlier:(a) when the damage has been cause by the fault or negligence of the sender(b) in case of insured letter containing dutiable items to countries which do not admit such items in insured letters(c) in cases of fraudualent insurance for a sum greater than the actual value of the contents.(d) for transit items transmitted in closed despatches through india for destinations for which india has no insurance service. (But, in such cases, as for the loss of registered articles must be accepted)(Rule FOREIGN POST MANUAL)
9PROCESSING OF COMPLAINTS WEB BASED CUSTOMER GRIEVANCE HANDLING SYSTEM (INLAND)
10How & Where can the customer lodge the complaint? The customer canlodge a complaint online through website indiapost.gov.in and also know the status of the complaintRegister his/her complaint in the post office where transaction has taken place and get acknowledgement.Register his/her complaint in the office of higher authorities which will be forwarded to the concerned CCCs for processing.
11The customer can go to home page of www.indiapost.gov.in. LODGING COMPLAINTS THROUGH INDIA POST WEBSITEThe customer can go to home page ofClick on the link “Feed back”Click on the link “Complaint Registration”Also, by clicking the link “Complaint Status”, he/she can know the present status of disposal of his/her complaint.
19Registering complaints in CCC software Enter the particulars of the complaints.A search option is provided to find the correct destination CCC. (It may be Divisional office / Head Post Office)Once particulars are entered, click “Add”A complaint registration number will be generated and shown.Also, upload the scanned image of the complaint by browsing the file.
25Acknowledging the complaint registred in CCC software Once the complaint is registered in CCC software, acknowledgement report will be automatically generated.The printout of the same should be taken and forwarded to the complainant.Alternatively, the acknowledgement printout can also be taken under the option“Printouts-> Acknowledgement”
27Finding current status of the complaint To findout the current status of the complaint,click the options “Complaints-> Query”.The complaint can be fetched by giving(i) complaint number(ii) article number(iii) office of transaction(iv) date of data entry.- If the destination CCC has replied, the same will be shown at the bottom of the page, so that further disposal can be done.
31Settling the replied complaints in CCC software The current status of the complaint (whether replied or yet to be replied by the destination CCC) can also be viewed by clicking the options“Pending-> Outward”Also, we can check whether we have received any inward complaint waiting for reply by clicking the options“Pending-> Inward”
34Settling (Replying) the inward complaint Click on the inward complaintThe particulars of the complaint will be shownClick on “Reply”, if the complaint pertained to your CCC and you have the disposal particulars.Click on “Transfer”, if the complaint is not pertaining to your CCC and transfer the complaint to correct CCC.After giving the reply, “Update” the disposal particulars.
37Settling the replied outward complaints Click “Pending -> Outward” to check the present status of the complaints registered (whether replied or pending for reply which will be shown in different colours)Click on the complaint which is replied.Update the final reply (like delivery particulars given by the destination CCC).If the complaint has to be closed, then place a tick mark in “Status Closed”Click “Update”
40Settling the replied outward complaints The final reply to the complainant will be generated and shownModify the contents, if needed and click “preview”Take printout of the above and forward to the complainant.The same printout can also be taken by clicking the options“Printouts -> Settled reply”
43Taking various reports in CCC software The following reports can be taken by clicking the option “Reports”Monthly Progress reportPeriodwise Progress reportArticlewise Progress reportOutward pendency wise reportInward pendency wise reportOutward category wise reportInward category wise report
45Configuration of CCC software CCC particulars can be configured under the option“Tools -> My office configuration”The contact details of all CCCs can be viewed by clicking the option“Tools -> Contact details of CCCs”The password for the CCC can be changed through the option“Tools-> Change Password”
49PROCESSING OF COMPLAINTS BETWEEN POSTAL ADMINISTRATIONS
50- In respect of complaints to be dealt with foreign postal administrations, the same have to be dealt through IPC- CSS (International Post Corporation – Customer Service System ) It is a web based application.
51IPC - CSSThe following products are currently supported in the system:E Parcel Group (EPG)Express Mail Service (EMS) (also known as “Rugby” )Post Exprès (EXPRES)Registered letters (REG)Insured letters (INS)Parcels – also known as the “Internet Based Inquiry System” (IBIS)
52IPC - CSSApplications and database reside at the International Post Corporation (IPC) in Brusselsusers are therefore not required to install special softwareAdvantages of IPC-CSS are- One application and one procedure, supporting several products- Decrease of “paperwork”; elimination of CN08- Flexible approach towards changes and enhancements- Faster inquiry process- Easy to operate
53IPC - CSS IN THE ADDRESS BAR TYPE URL : http://cs.ipc.be or …FOR SECURED ACCESShttps://cs.ipc.behttps://cs2.ipc.be
55IPC – CSSEnter your User Name and Password and press the LOGIN button.Only 3 attempts to enter a valid User Name and Password are allowed.If you try more than 3 times to login into the application with a valid User Name but a wrong password your account will be blocked
58IPC – CSS = LEVELS OF ENQUIRY Investigation Request:- A simple request for basic information about current status of a item- Origin call centre sends simple inquiry- The destination call centre answers by consulting the track & trace system- If answer is satisfactory to customer case is treated as closed- Also used for withdrawal requests- - Reply to IR, with measures & reasons,Parcels : in 12 working hoursRegd. Letters : in 6 working hours
59IPC – CSS = LEVELS OF ENQUIRY Special Search:- Request for a fuller information than in IR- Destination to check all planned locations:OECUSTOMSDELIVERY OFFICEADDRESSEE
60IPC – CSS = LEVELS OF ENQUIRY Special Search:- Request for a fuller information than in IR- Destination to check all planned locations:OE, CUSTOMS, DELIVERY OFFICE & ADDRESSEE- Reasons for an SS:- expansion of information supplied- status changed since last inquiry- result of escalation- already checked internet- Starting points- IR reply- New case
61IPC – CSS = LEVELS OF ENQUIRY Special Search:- Reply to SS, with measures & reasons,EMS : in 10 working hoursParcels : in 24 working hours- Responses to inquiries must be clear & unambiguous, answering the specific questions raised.
62IPC – CSS = LEVELS OF ENQUIRY Full investigation:- A request for conclusive answers to an inquiry- Destination to check all possible locations- Reasons for FI:- Part of claims process- Escalation from SS- Starting Points:- SS reply- New case- Reply to FI, with measures & reasons,EMS : in 24 working hoursParcels : in 160 working hoursRegd. Letters : in 10 working days
63IPC – CSS = LEVELS OF ENQUIRY Written proof of delivery:- Request for a written POD- is a part of claims process orneeded for resolution of dispute between sender and addressee- Destination is expected to provide copy of the addressee’s signature & name in block letters- POD copy should be sent through FAX /- Hardcopy of POD within three working days- Written POD should be chosen for POD request only when the delivery date is known- Reply to Written POD, with measures & reasons,EMS : in 24 working hoursParcels : in 40 working hoursRegd. Letters : in 28 working hours
64IPC – CSS = LEVELS OF ENQUIRY General Information:- It is used for- Reminder & communication purposes- Complicated cases exclused from IR,SS, FI- Cases that take time for investigation- Inquiries & requests:- Origin to Destination- Address correction, item return request- Reminder- Destination to Origin- Address questions, customs query- - Reply to GI, with measures & reasons,EMS : in 24 working hoursParcels : in 24 working hoursRegd. Letters : in 3 working days
65IPC – CSS = LEVELS OF ENQUIRY Broadcast:- Important information to some or all other call centres(eg. Warning of some service disruptions)
66IPC – CSS = THINGS TO REMEMBER Item IDs should be in standard formatEMS ( Rugby)Should be of 13 characters lengthshall consist of numbers and CAPITAL letters onlycommence with “E” (e.g. EA XX)EPGShould be of 12 or 13 characters length,consisting of numbers and CAPITAL letters onlycommence with “E”, “C” or a number
67IPC – CSS = THINGS TO REMEMBER EXPRES, REG and INS (PRIME):Should be of 13 characters lengthconsisting of numbers & CAPITAL letters onlycommence as follows:EXPRES item – with “L” (e.g. LX XX)REG item - with “R” (e.g. RA XX)INS item - with “V” (e.g. VV XX)PARCELS(IBIS also known as CRICKET ) :should be in S10 formatcommencing with “C”consist of CAPITAL letters only (e.g. CP XX).An exception is made for bilaterally agreed item IDs communicated to IPC (CSS uses specific restrictions on bilaterally agreed item ID‟s)