‘By Far The Best PO in this Area’: Customers heap praise on Houghton and Wyton Post Office
The Post Office carried out a customer survey in July, asking for comments on local services. Here are a few responses:
“This shop and Post Office are amazing. It is owned by the community and the lady in the PO is super efficient, friendly and knowledgeable. She is by far the best PO in this area!”
“I am a gentleman of 87 years of age. Giorgia was extremely helpful and patient. I was delighted with the service. It’s a pleasure to go into the shop and Post Office.”
“Giorgia was extremely helpful and pleasant as I am new to the area and first time in the PO. She told me about places of local interest. She was very polite and took her time with me.”
“Our Postmistress Giorgia makes the use of the PO a delight on every visit because she is so efficient, helpful and friendly.”
“Giorgia is always helpful and has a great manner with customers. This local Post Office has always been an important and essential part of the village, even more so in this Covid 19 crisis.”
“The person who assisted me, whose name is Giorgia I believe, always seems to have the attitude that she is genuinely glad to see you. She is efficient, quick in providing service, fully knowledgeable regarding the technical aspects of her job and answers questions cheerfully as opposed to “Why are you taking up more of my time?” The word “delighted” is absolutely appropriate.”
Well done Giorgia!
Face Covering Policy
As a result of the Government’s response to the COVID-19 pandemic, from 24th July 2020 it will be mandatory by law for customers to wear a face covering in retail environments. The Public Health (Control of Disease) Act 1984 will be amended to allow police to issue fines of up to £100 to people who fail to wear a face covering.
It is recommended, but not mandatory, that staff or volunteers wear face coverings on the shop floor.
The wearing of face coverings must not be used as an alternative to other precautions such as physical distancing, hand hygiene and respiratory hygiene.
All staff members and volunteers working inside the shop will be issued with a face shield, and it will be the responsibility of the owner to keep it safe and clean.
How will it work in practice?
Retail staff and volunteers on the shop floor and outside as Line managers are not required to enforce customers wearing face coverings in the shop but should explain that Our Shop is complying with Government legislation and to provide a safe place to shop. If customers refuse to wear a face covering, we do not expect staff to stop customers from entering the store or from being served. The responsibility to wear a face covering rests with the individual.
Customers are expected to provide their own face coverings, but the Government is strongly advising that retailers have their own stocks of face coverings available as an initial encouragement to those customers without face coverings we will have a limited supply of disposable masks available initially.
Explain but do not seek to enforce our face coverings policy if customers become aggressive or are not willing to follow this policy:
- In an emergency, call 999.
To report incidents of abuse, intimidation or violence, call 101 and collect information: recorded images, details of the crime and details of the perpetrator. CCTV footage will be used to provide further evidence.
Staff and volunteer in store use of face coverings
There is no requirement for retail staff and volunteers to wear face coverings, but the Government recommend that they are used unless they are serving behind the Perspex screen. Visitors and workmen will be required to wear a face covering whilst undertaking any work instore.
Face coverings and age restricted sales
Customers will be asked to temporarily remove their face coverings in the event that a customer has to be identified against a proof of age card for selling age-restricted products.
If customers refuse to remove their face covering and their age cannot be confirmed, in line with Challenge 25 policy, the customer will be refused service. Any such incident must be recorded appropriately.
What qualifies as a face covering?
A face covering is defined as any type of protective clothing which covers a person’s nose and mouth. This includes fabric face coverings, scarves, or PPE face masks. A face visor can also be used, but it must cover a person’s nose and mouth completely.
Who needs to wear a face covering?
Customers in Our Shop will be required to wear a face covering.
Exemptions will include:
- Children under 11 years old
- People with health conditions who cannot put on, wear or remove a face covering because of any physical or mental illness or impairment or disability or without severe distress
- Temporary removal to comply with a request by a relevant person or another person acting in the course of their duties
- For anyone with a hearing impairment and those who lip-read, and need to remove the face coverings, as necessary, to provide advice, information, or assistance
- For age-related sales customers are asked to ensure that they remove face coverings in accordance with requests from staff
Our Shop Communications
- ‘No mask no entry’ posters will be located outside the shop on the A Boards
- This policy will be displayed in the windows
- A notice will be placed by the till reminding people that they may be asked to temporally lower their mask in order for staff and volunteers to lip read or as identification for proof of age sales.
- A copy will be placed in the Retail Manual under the Health and Safety Section.
- This policy will be reviewed periodically, and changes made as further Government guidance is received.
Approved at the Committee Meeting 18th July 2020
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