A love letter to Singpost

Dear Singpost,
I have a story to share with you, on the difference between good and bad customer service.
 
Me: I have an important mail containing legal contracts to be sent out. I am resending the same set of documents out again because the delivery service I used previously lost the mail. I need to make sure this gets to my recipient this time round. Do you do same day delivery to this place?
 
DHL: I am really sorry, I would love to help, but we don’t do local delivery.
 
Customer service officer sounded very apologetic and sorry for me.
 
Me: I have an important mail containing legal contracts to be sent out. I am resending the same set of documents out again because the delivery service I used previously lost the mail. I need to make sure this gets to my recipient this time round. Do you do same day delivery to this place?
 
Singpost: Yes we do. By using Speedpost, you will be given a tracking number, and you can check the status of your mail by phone, or online. You will be notified when your mail is delivered.
Customer service officer sounding very excited and hardsell.
 
Me: Don’t read off the script. You guys lost my previous mail…..
 
And Singpost told me I could use Speedpost Express Service for me to get my mail to my recipient within 2 hours. But when my mum went to the post office to send it out via Speedpost Express, only then we found out it’s for corporate customers.
 
Not giving up, I checked online, and found I could use Speedpost Priority. However at the post office, the rude Singpost staff told my mum there’s only a Standard service, and gave the “use it or leave it” attitude. I was on the phone with my mum and I heard everything. Singpost, this is the kind of customer service you give. I guess the monopoly is doing a disservice to Singaporeans. We have no choice when it comes to mail delivery service, and that made you complacent. If you do a search over internet on the complaints and number of lost mails, blunders Singpost made, you will find it disturbing.
 
Dear Singpost, you have caused not only anxiety, but also wasted so much of everybody’s time. I had to make so many calls over the past few days, and to be put on hold, just to trace my mail. My mum had to help me get my papers in order again. And my recipient had to run about her office, checking with the mail room over and over again. We all have important work to do, yet we are wasting so much time because of your mistake. To top it off, your attitude has been unacceptable.
 
Success is not just about how many different types of mail service you provide to customers. It’s about the quality too, if you can win your customers over with competence and empathy. What is the point of having so many different services when customers are always trying to look for alternative mail service because they don’t trust you? Customers end up using you when there is no alternative, not because they trust you.
 
It’s okay to make mistakes. But more importantly it’s important to understand what went wrong, and make a genuine effort to make things better. I was anxious the mail got lost. But I am even more disappointed by your arrogance and complacency. It only reinforces the idea Singpost will fail again.
We can have several telcos in Singapore to have competition, so that customers can have options and better service. There will be new bus operators to offload the stress on existing service. Perhaps it is time that we put an end to the monopoly of our mail service as well, since previous fines didn’t seem to help and make Singpost service better.

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