Courier fired for service lapse

SINGAPORE - Courier's poor attitude

From Ms Patsie Tan
Assistant Vice-President, Group Corporate Communications
Singapore Post

We refer to Mr Chua Kheng Yeow's letter (May 14, 2014, The New Paper).

We are grateful to Mr Chua for calling to our attention the unacceptable behaviour of the contracted courier.

SpeedPost's service promise is to deliver all parcels to the recipient's doorstep, and to leave an attempted delivery advisory only in the event of the recipient(s) not being there.

There should be no excuse for a courier not to follow through on this important and entrenched operating procedure.

The fact that the parcel was being received by Mr Chua's elderly parents makes the courier's behaviour even more reprehensible. As such, we have taken a stern view of this serious lapse and have terminated the courier's services.

We have since visited Mr Chua and his parents to offer our sincere apologies and were heartened that they were appreciative of our service recovery efforts.

QUALITY SERVICE

SingPost takes all feedback seriously in our endeavour to provide quality customer service.

Besides counselling our couriers and taking strict disciplinary action when necessary, we also strive to give more options to customers. All segments of our customers, with their differing needs and lifestyles, are important to us.

With regard to parcel delivery, we now also provide POPStations, which offer customers a more convenient 24/7 parcel collection service.

In addition to parcel collection, consumers can also return their online purchases at these automated smart parcel locker stations and we aim to roll out up to 100 POPStations islandwide by end of this year.

Customers can visit our website at www.mypopstation.com for more information.

We thank Mr Chua and his parents for their understanding and feedback.

This article was first published on May 22, 2014.
Get The New Paper for more stories.