Canad A Case Study: Canada Posts Customer Service

Canada Posts Customer service because they have very little choice. For example, it is widely accepted that postal delivery people never actually try to deliver parcels they just leave door slips that say they tried but there was no answer. The RPO workers get several complaints every day that customers sat at home all day waiting for a delivery and the postal worker didn’t even knock. Customers assume the postal worker was being lazy or lying, when in reality most of the time Canada Post send their workers out with only drop slips, and sends the parcels directly to RPO’s this is to cut down on the amount of time it takes for a postal worker to complete their route. So, most of the time a postal worker won’t even have the parcel on their truck to begin with.

There is always a variety of packaging options available for customers to choose from so no one ever has to “make do” with what is on hand, they are always satisfied that their items are packaged safely. Political forces have a large impact on Canada post, Mostly in the form of import restrictions and customs charges. Denise says that there are times that some countries will have mail service cut off do to one reason or another I have noticed that Canada post does not offer it’s moneyback guarantee on postage to countries that are having wars or countries that have a lot of government corruption. Economic forces have a big impact on Canada post as well, it determines postage prices, and how many RPO’s are in operation, it has also influenced staffing decisions at Canada Post, they have replaced many of their sorters with sorting machines, and no longer higher full time delivery workers. Denise and I don’t think there are any socio-cultural forces affecting Canada Post, everyone has access to the post office, and mail is delivered to everyone the only way you don’t get mail delivered is if you don’t have an address, but there are many post offices that rent PO Boxes to shelters so that