Adrian Miholca – Head of International Cooperation and External Financing, Romanian Post
Ex.Tra 3D Project was and it still is indeed extremely important, as Romanian Post, like all other European postal operators, needs to adapt to a client-oriented model and culture that serves at improving customer experience, to obtain a high quality of service, minimizing complaints rates and exploiting the needs of Romanian Post’s clients that are in the process of modernization, and among the most important investments a company can make are those in its employees, that represent a valuable resource.
We know very well that Customer Service is a concept that emphasizes the importance of customer and potential customer assistance before, during and after the act of providing a service. But wide smiles from employees should not be the only effort to serve customers. Providing a set of services means much more than that. It means having a whole system set up for customer service efforts.
By means of this project, Romanian Post front office employees now more than ever understand that very important are anticipating the needs, problems, and shortcomings in the target audience, effectively solving problems, complaints, managing different types of conflicts, and full assistance for customers and potential customers for products and services to be properly targeted, meet customer’s requirements and be returned in case of complaints.
Generally, these are the main rules which I consider that the customer service efforts should convert into satisfactory results.
Romanian Post conducted the training process in the Virtual Experiential 3D Virtual Training project of 250 employees from all over the country. Thus, people were trained in an innovative, interactive and dynamic virtual environment by means of this online e-learning platform which presents a great design, the trainees being coordinated by designated facilitators. In total, 4 facilitators and 2 co-facilitators were, and still are continuously in contact with the trainees, providing support and assistance throughout the learning process.
Overall, the feedback from our trainees was a positive one, as they are open to new challenges, mostly because both the theoretic materials and the practical activities were based on their daily routines and operational duties.
A conclusion would be that we need to invest in quality staff to understand what empathy means, making decisions quickly and efficiently solving any of the customers’ requirements and not only. Our entire business depends on the customers’ level of satisfaction.
We are indeed very grateful for the good and fruitful collaboration we had with all the partners and especially with the Coordinator of the project which provided us with valuable support at all times.