UK Mail re-accreditation highlights importance of customer service in parcel sector


Creating the best possible customer experience is essential across all B2C (business to consumer) industries, and the parcel delivery sector is no different. In fact, good customer service can make all the difference when a consumer comes to choosing which provider to go with.

Due to this, delivery firms are constantly evolving to meet the needs of their target customers.

Recently, UK Mail was awarded with the Investors in People (IIP) re-accreditation for a further three years. This accolade recognises a firm for the their people management skills and how this relates to the end customer experience.

The independent parcel delivery company has been highlighted for the award due to their focus on excellent service, which is apparent throughout the organisation’s recruitment process.

UK Mail’s entire approach to staff training is centred around the service that they can provide to the end user, be they a business or a customer.

Guy Buswell, chief executive officer of UK Mail, said: “We’re delighted to gain the Investors in People re-accreditation. It is a testament to our people and our managers and the way they work which is supported by sustained investment in skills and development.

“The accolade recognises the particular attention we give to employee development policies which include our Training skills Matrix and Directory outlining the skills and training available for every single role within the company in order to help progress further.”

Excellent staff training is one way in which delivery firms can provide a positive user experience for their customers.

Providing employees with technology that further enhances their ability to fulfill their role is also important, and organisations can invest in certain equipment to achieve this.

SmartTask POD enables companies to manage peak volumes, tracking and tracing incoming and outgoing deliveries.

Downloaded onto an incumbent worker’s smartphone, ruggedised or semi-ruggedised device – including the Motorola TC55 touch computer – the mobile software can run alongside Skillweb’s Houndit technology or a carrier’s current system.

When consumers choose their delivery option during a purchase, the information sent to a carrier relating to the order can be used by the software to generate a communication to the recipient via email or SMS stating an approximate delivery slot. This is based on how long it takes to get from a warehouse to the customer.

Posted by Amy Quayle

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