Deutsche Post Germany to introduce floor managers

Deutsche Post, the German postal service, is planning to introduce the role of floor manager, at least in its 250 largest branches. The new role is to be introduced on May 1 and is expected to be filled by branch managers, as the company does not wish to take on new staff. The company says that the aim of the plan is to improve its service; it is hoped that queues will become shorter and that customers will be happier.

In future, the floor manager will be able to deal with customers’ requests immediately if they are simple, such as collecting a package. Deutsche Post does not believe that there is a danger of customers becoming annoyed at the fact that other customers have been served without having to wait in a queue. The company claims that the system has already been tested and that floor managers were introduced in a few branches last year.