Personnel Today
  • Home
    • All PT content
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • Brightmine
    • Learn more
    • Products
    • Free trial
    • Request a quote
  • Webinars
  • Advertise
  • OHW+

Personnel Today

Register
Log in
Personnel Today
  • Home
    • All PT content
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • Brightmine
    • Learn more
    • Products
    • Free trial
    • Request a quote
  • Webinars
  • Advertise
  • OHW+

Equality, diversity and inclusionCoaching and mentoringLearning & development

Post Office: Counter productive

by Guy Sheppard 1 Oct 2004
by Guy Sheppard 1 Oct 2004

The Post Office is attempting one of the biggest changes in working practices in its 150-year history. It wants to transform its front-line staff so they actively promote its products and services.

Head of sales Jonathan Hewett says: “We pay allowances and benefits and process things like vehicle licensing and passport applications. But the Government’s decision to pay pensions and allowances directly into recipients’ bank accounts means we will lose 40 per cent of our customers.”

New income streams are therefore being sought through products such as savings stamps. But it is with existing products that some of the biggest increases in turnover can be achieved. If, for example, customers ask for a health insurance form to cover them when travelling, Hewett says it is logical for staff to ask if they need traveller’ cheques or currency.

Training and coaching needed to be sensitive to the respect for trustworthiness that the Post Office brand inspires. “We have to ensure we don’t destroy that trust by the sales tactics we employ,” Hewett says.

More than 100 trainers were initially involved and about 35 of them are 18 months into the three-year programme. Hewett says it is the biggest project of its kind in the UK because of the depth of skills that are being acquired and the numbers involved.

The programme has been complicated because of the diversity of staff affected, with different approaches necessary at offices managed by the organisation and franchises.

Counter staff initially attend a one-day workshop where they are introduced to a four-part selling model covering: communication; finding out customers’ needs; matching products to their needs; and completing a sale. It is designed to be the complete opposite of hard-sell and emphasises the need to adopt a conversational approach.

After trying out the techniques with colleagues, staff are encouraged to adopt them in the workplace. The coaching aspect of the programme is regarded as the key to its success. It involves line managers observing staff in action, documenting their behavioural change and encouraging them to identify areas of weakness before discussing ways of making improvements. To qualify for this work, managers attend a two-day workshop, plus at least two follow-up sessions of about two hours.

By April next year, 14,000 people will have received training and that figure is due to more than double in the following 12 months.
Significant improvements have been achieved in some of the directly managed sites, particularly with well-established travel products, says Hewett. “People are coming out from behind the counter to talk to customers about products and services.”

A comparison of 100 branches that have taken part in the programme with 100 that have not suggests the scheme achieves a 5 per cent improvement in sales within three months.

The response at some of the franchised sites, particularly in rural areas, has not been so encouraging, but Hewett says the opportunities for selling there are more limited.

About one in four staff are thought to resist the idea of selling, so an extensive public relations exercise was undertaken explaining why the new approach is necessary.

Ian Anderson, head of HR, says there will be no witch-hunt. “We want to bring our people with us. In any change situation, there will always be some people who don’t want to go there; we are actively trying to encourage them to do so and are taking a little bit more time than most other organisations would.”

Sorting out staff

The programme has been designed in conjunction with consultancy Prosell Learning, which is training Post Office employees in the necessary coaching skills and how to give accreditation for coaching.

Chief executive Simon Morden says: “We watch the managers coach the Post Office staff and give feedback about what they did well and what they need to build on.”

Sign up to our weekly round-up of HR news and guidance

Receive the Personnel Today Direct e-newsletter every Wednesday

OptOut
This field is for validation purposes and should be left unchanged.

To receive accreditation as a coach, managers have to provide written evidence that they are coaching on a regular basis in the correct way. They are re-accredited as coaches every nine months after being observed in the role on two separate occasions.


 

post-office
Guy Sheppard

previous post
Police force banking on accountants to free up officers
next post
Amicus pushes for consultation over IT outsourcing

You may also like

Fewer workers would comply with a return-to-office mandate

21 May 2025

Redefining leadership: From competence to inclusion

21 May 2025

Consultation launched after Supreme Court ‘sex’ ruling

20 May 2025

EHRC bows to pressure and extends gender consultation

15 May 2025

Culture, ‘micro-incivilities’ and invisible talent

14 May 2025

Investing in skills when budgets are tight

12 May 2025

Why fighting the DEI backlash is about PR...

9 May 2025

So what does the election of a new...

9 May 2025

Rethinking talent: Who was never considered in the...

7 May 2025

Reform UK councils’ staff face WFH ban

6 May 2025

  • 2025 Employee Communications Report PROMOTED | HR and leadership...Read more
  • The Majority of Employees Have Their Eyes on Their Next Move PROMOTED | A staggering 65%...Read more
  • Prioritising performance management: Strategies for success (webinar) WEBINAR | In today’s fast-paced...Read more
  • Self-Leadership: The Key to Successful Organisations PROMOTED | Eletive is helping businesses...Read more
  • Retaining Female Talent: Four Ways to Reduce Workplace Drop Out PROMOTED | International Women’s Day...Read more

Personnel Today Jobs
 

Search Jobs

PERSONNEL TODAY

About us
Contact us
Browse all HR topics
Email newsletters
Content feeds
Cookies policy
Privacy policy
Terms and conditions

JOBS

Personnel Today Jobs
Post a job
Why advertise with us?

EVENTS & PRODUCTS

The Personnel Today Awards
The RAD Awards
Employee Benefits
Forum for Expatriate Management
OHW+
Whatmedia

ADVERTISING & PR

Advertising opportunities
Features list 2025

  • Facebook
  • Twitter
  • Instagram
  • Linkedin


© 2011 - 2025 DVV Media International Ltd

Personnel Today
  • Home
    • All PT content
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • Brightmine
    • Learn more
    • Products
    • Free trial
    • Request a quote
  • Webinars
  • Advertise
  • OHW+