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  3. What are the mail handling services we can offer to help customers during COVID-19

What are the mail handling services we can offer to help customers during COVID-19

Incoming Mail

Virtual Office Customers:

  • Mail forwarded to them from the centre on a pre-set schedule: Daily, Weekly, Monthly; with a corresponding flat rate, monthly, recurring fee.
  • Mail forwarded to them from the centre on an ad hoc/on demand basis; for a one-time cost of postage/franking/courier service; or by setting up their own pick-up/courier service.
  • Pick-up in person from the centre using the Contactless Mail Pick-Up process.

Office Customers:

  • Mail delivered to their office daily for them to receive/collect at their convenience. When delivering mail to customers while they are in the office, ensure all safety precautions related to physical distancing and wearing masks is being followed.
  • Mail forwarded to them from the centre on a pre-set schedule: Daily, Weekly, Monthly; with a corresponding flat rate, monthly, recurring fee.
  • Mail forwarded to them from the centre on an ad hoc/on demand basis; for a one-time cost of postage/franking/courier service; or by setting up their own pick-up/courier service.
  • Pick-up in person from the centre using the Contactless Mail Pick-Up process

Contactless Mail Pick-Up

  • Set out 3 bins or boxes, labeled #1, #2, #3 in the reception area near the entrance of your centre. These should be further than 2 meters / 6.5 feet from the reception desk, but within eyesight so you can observe customers picking up their mail.
  • When a customer calls the centre to pick up their mail, place their mail into one of the available bins or boxes, then let them know which one it will be in.

Outgoing Mail

  • To further eliminate touch points between team members and customers, set an additional box labeled “outgoing mail” near the delivery boxes and/or the reception desk. Collect at the end of the shift for posting and mailing.

Reference: IWG Academy > Business Playbook > Assisting Customers Everyday > A Guide to Mail & Courier Services

Reference: IWG Academy > Mail Forwarding Service

Reference: IWG Academy > Business Playbook > COVID-19 Guidelines

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