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The answer key

Employees should be ready when customers call

Even in the digital era, many customers still call their local Post Office when they need help — so employees should always answer phones promptly, Consumer and Industry Affairs VP Jim Nemec says in his latest Point of View video.

“[Customers] expect service to be convenient and fast no matter what channel they use,” Nemec says. “To provide the best service, we need to answer the phone.”

Employees should be prepared to help customers who call, says Retail and Customer Service Operations VP Kelly Sigmon, who also appears in the video.

Her advice: Answer the phone within three rings, greet customers and thank them for calling. Employees should also identify themselves and the Post Office.

An instructional video, stand-up talk and other resources are available to help employees.

“Establishing a customer-focused culture is critical to our success as a business,” Nemec says.
“All of us need to take ownership of the customer experience. Remember, customers are our business — and you truly represent the brand.”

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