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USPS issues guidelines for handling consumer complaints

The Postal Service’s new guidelines aim to foster positive customer experiences.

The Postal Service has created guidelines to help employees better assist customers with product or service complaints.

A copy of the Complaint Handling Guidelines was mailed to every Postmaster in September. The guidelines also are available online.

Employees should view complaints as opportunities to restore consumer confidence in the Postal Service, according to the guidelines.

Other highlights include:

  • Employee roles and responsibilities
  • The complaint handling escalation process
  • How to handle complaints depending on the source

“When something goes wrong, we have to make it right,” Consumer and Industry Affairs VP Jim Nemec said in a recent “Point of View” video.

The guidelines also include tips and tools for resolving consumer issues.

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