The polite operator becomes "card" of Mail of Russia.

Such purpose is pursued by a management of Mail of Russia, starting realisation of the new complex Program of actions for service improvement of quality in mail service branches. The given program urged to promote achievement of high standards of service on Mail.

It is supposed that within the limits of the new program the operators who are directly "face of the company" and engaged in service of visitors, will improve without fail the communicative skills, the valid relation to clients. A positive spirit, goodwill, patience and attention in relation to users of services of a mail service from outside operators – all it should become "card" of Mail of Russia.

Thus, as the guide to action «the Instruction of the operator» should serve specially developed – the collection corrected also servicing standards, uniform for all branches of the enterprise. It is necessary to notice that «the instruction of the operator» since spring of this year will already extend in branches of a mail service for obligatory use in practical work.

For operators training actions with use of video data will be organised, the trainings forming positive models of behaviour in any, including in stressful situations are carried out.

With a view of the control of maintenance of the guaranteed observance of uniform rules of service, and also increase of culture of service the various techniques which have proved the practical efficiency will be applied. For example, a technique «the Mysterious client» when under the pretext of clients work of operators will be estimated by independent observers.

Besides, since July, 1st, 2010 as additional motivation of workers of the federal post operator starts new corporate competition in which frameworks will monthly come to light, and to be awarded the most polite operators of branches of a mail service, and quarterly – the most polite operators of post offices. So, post workers will be estimated, on responses of "Mysterious clients», to results of voting of visitors, estimations of sheets of quality assurance, absence or presence of operating complaints from outside clients and by other criteria. The most polite and responsible communication statements are expected by the award and a general recognition: their photos will be placed on honour rolls and on pages of corporate editions.