On November 22nd, Pal System Saitama held a "Delivery Staff Customer Service Contest" in the conference room of its Warabi headquarters. Fourteen elite staff members from eight delivery centers in the prefecture, who are responsible for the last mile of the cooperative's home delivery service, showcased their customer service skills. They then took the skills they learned from each other back to their respective centers.
<"I was able to handle it as usual," said the winner, Sato.>
The participants were employees who had not received a single complaint regarding misdeliveries, breaches of promises, thawing of frozen goods, or behavior during delivery during the first half of fiscal year 2025. They performed a three-minute role-playing exercise simulating a delivery, and the judges evaluated four items on a five-point scale: "facial expressions and greetings," "handling of goods," "language and conversation," and "trustworthiness."
As a result, Yuna Sato, who works at the Shiraoka Center for Sankyo Transport Service (Koshigaya City, Saitama Prefecture), a contracted partner company, received high marks in each category and won first place. Ms. Sato said, "I think I was able to respond naturally as I normally would. I want to further apply what I learned through the contest to my delivery work."
<14 people who confirmed each other's customer service skills>
The 14 staff members each demonstrated their usual responsiveness skills, confirming with each other things such as "When visiting a user's home, press the intercom, wait a certain amount of time, and then call again," "When meeting with a user, call them by name and express your gratitude," and "When handing over products, twist the top of the bag and hand them over with both hands to prevent them from falling."
Pal System hopes that through this initiative, they can share the customer service skills they've learned with their colleagues at their respective centers, thereby contributing to improving customer satisfaction throughout the organization.
