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Wednesday September 16, 2009

Pos Malaysia acts on complaints

IN RESPONSE to the complaints, Pos Malaysia Berhad investigated the complaints and issued a statement signed by the head of corporate communications Datin Rohaiza Hashim.

In Tham’s case, the company contacted her to explain that the lost item could not be traced due to the fact that it was a normal mail.

The employees who were curt were also reprimanded and others were reminded of their responsibility to be courteous and professional to customers at all times.

As for Tan’s complaint on the hotline, the company concluded that the problem arose from the telephone line setting in the Petaling Jaya branch.

The statement explained that PosLaju Petaling Jaya Branch serviced three telephone lines, enabling officers to handle three customers at any one time but when all lines were engaged, the fourth incoming call would be put on hold.

“In this instance, the caller would incorrectly assume that PosLaju staff were not picking up the call, when in fact they were attending to other calls,” she said, adding that PosLaju had reset their telephone setting to resolve the problem.

“We apologise for the inconvenience Tan experienced when calling the Customer Service Centre, PosLine at 1-300-300-300.

Please be assured that PosLine is able to entertain up to 16 customers at any one time and so the next caller will be put in the queue.

“Nevertheless, we will strive to improve the quality of our PosLine to ensure customer satisfaction and enhance efficiency in future,” she said, adding that the company had also reminded the staff to be courteous over the phone.

After checking Yong’s complaint, the company found that such incidents happened rarely but had directed postmen in the area to be more meticulous when making deliveries.

“Pos Malaysia Berhad will strive to provide the best and most convenient service to our customers.

Thus, we value the feedback and suggestions from our customers in order to improve and enhance the quality of our services,” she said.

She added that customers were welcome to visit Pos Malaysia’s website at www.pos.com.my for further information or contact Customer Service Centre through PosLine at 1-300-300-300 from 8.30am to 9.30pm, Monday to Saturday (except on the first Saturday of the month) should they have any suggestions or comments. Related Stories:
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