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Poste Italiane considers Customer Centricity to be the ability to prioritise customers, listening to their needs and aiming to ensure their full satisfaction, thereby laying the foundations for a solid and lasting relationship based on trust.

Today, opportunities for contact with our customers are increasingly “omnichannel”, diverse and varied: they range from traditional contact at the Post Office to contact via the Internet, apps and social networks, as well as telephone and virtual assistance. Offering every customer solutions tailored to their needs, taking an omnichannel approach, is therefore key to making the Customer Experience increasingly complete and satisfying.
Training plays a central role in shaping customer relations: it allows staff working in direct contact with customers to acquire knowledge and skills in order to offer customers a shopping experience that meets their expectations.

Customer Centricity and Omnichannel training initiatives are designed for sales and consulting staff, as well as support staff, and have a dual purpose:  to increase knowledge – market scenarios, industry regulations, products, processes, technical and digital skills – and also to improve behaviour – i.e. customer relations, proactivity, role awareness, sales techniques, communication and listening.

All training activities, since they are geared towards professional growth, are monitored both in terms of effectiveness and perceived quality through measurement of specific indicators, use of questionnaires, direct observation and feedback from participants.
Integrated analysis of results is aimed at continuous improvement of training to effectively and ever more rapidly respond to the needs of colleagues, the market and customers.