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I went to the Post Office this morning with the intention of mailing off a book for a friend. As I arrived, the branch manager was taping a sign to the window: Computer Down. Cash or Checks Only! I also noted that the line was already out the door. Yeah, it's also Tax Return Day, but this seemed ridiculous for early in the morning.
The problem was apparent very quickly: the single clerk at the counter could neither use the calculator she'd been given, nor do the math in her head. She was befuddled and confused, didn't know how to total up sales or how to give change. I watched her fumble for over a minute trying to make change for someone buying a single stamp who handed her a five dollar bill, then get really confused when the next person wanted to know what was the cheapest way for her to send her package. WIthout being able to have the computer system weigh the package and give her all the alternative methods and cost, she wasn't able to cope.
That was bad enough, but the manager wasn't helping. Did she open another register herself and start helping with the line? Did she bring someone from the back to help handle the crush (we could all hear people laughing and talking in the back room)? Did she try to help her poor lost clerk? Nah. That would have been competent and good customer service. Instead, she asked if anyone needed help with forms, then left the area.
And so did I -- it was apparent that I'd be waiting for half an hour or more for my turn. I hate to think of what this place will be like later in the day, when everyone wants to get their tax return in and postmarked.
The problem was apparent very quickly: the single clerk at the counter could neither use the calculator she'd been given, nor do the math in her head. She was befuddled and confused, didn't know how to total up sales or how to give change. I watched her fumble for over a minute trying to make change for someone buying a single stamp who handed her a five dollar bill, then get really confused when the next person wanted to know what was the cheapest way for her to send her package. WIthout being able to have the computer system weigh the package and give her all the alternative methods and cost, she wasn't able to cope.
That was bad enough, but the manager wasn't helping. Did she open another register herself and start helping with the line? Did she bring someone from the back to help handle the crush (we could all hear people laughing and talking in the back room)? Did she try to help her poor lost clerk? Nah. That would have been competent and good customer service. Instead, she asked if anyone needed help with forms, then left the area.
And so did I -- it was apparent that I'd be waiting for half an hour or more for my turn. I hate to think of what this place will be like later in the day, when everyone wants to get their tax return in and postmarked.