From:
To:
Subject:
RE: Abusive and Angry customers
Date:
Friday, 30 August, 2019 4:00:00 PM
Attachments:
image001.png
Happy for you to have input on the below.
Regards
Team,
Over the last few months we have taken steps to ensure we create a positive environment
across the CET division.
One of the highest priorities is ensuring the safety of all employees when coming to work.
A component of this is providing you with adequate training and support in handling abusive and
aggressive customers.
This training is to commence very shortly so we encourage you to watch this space very
carefully.
In the interim, Australia Post will not tolerate our employees being subjected to abhorrent
behaviour and abuse.
As such, we have taken on the feedback that our workforce have provided and our management
team have complied.
Therefore, as of Monday the 2nd of September, I am pleased to advise that we will be playing an
uninterruptible announcement at the top of queues,
that will advise customers that such behaviour and abuse will not be tolerated.
The below message will be heard. Please feel free to play the message ahead of it going live on
Monday. (see attached)
Message to customers at the top of the queue:
All Australia Post employees have the right not to be subjected to any behaviour or abuse that includes threats
of physical harm or violence,
religious, cultural or racial insults, homophobic, sexist or other derogatory remarks.
Such conduct may lead to termination of your call
Whilst we cannot directly control our customers disposition, we most certainly can influence it
by the manner in which we respond.
I would like to thank you all for the amazing job you do, servicing all our customers each and
every day.
Regards
From:
Sent: Friday, 30 August, 2019 11:40 AM
To:
Cc:
Subject: RE: Abusive and Angry customers
Hi
Thank you for sharing and taking these steps.
I would be comfortable with including the attachment in comms to staff- a positive sign of
support.
I would suggest that you draft the communication to your staff and I can then review and
provide input.
Thank you,
HR Business Partner‑ Customer Contact Channels
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From:
Sent: Friday, 30 August 2019 11:09 AM
To:
Cc:
Subject: FW: Abusive and Angry customers
Hi
Please find the recording that the Heads of agreed on, to address aggressive and abusive
behaviour from customers.
I held a meeting with our union delegates from the meeting and advised them of this and read
out the script.
As you can imagine they were very appreciative of our revised stance on this matter and
explained the reasons why.
Can you please help us craft a message that we can send our workforce. My thoughts are that
we include the attachment so our staff can listen to the message first hand that we will be
placing at the top of queues.
Given the seriousness an concern of some threats and abuse that our frontline staff have been
subjected to, do you feel it’s better coming from our GM
or do you prefer the Heads
Of.
We are keen to move on this asap.
Look forward to your response.
Head of Customer Experience, Southern Inbound
T
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From:
Sent: Thursday, 29 August, 2019 6:06 PM
To:
Cc:
Subject: Re: Abusive and Angry customers
Head of Operations
T
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