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Getting ready

‘POV’ focuses on customer service as holidays near

Consumer and Industry Affairs VP Jim Nemec’s latest “Point of View” video was released this week.

Maintaining high levels of customer satisfaction is crucial during the busy holiday season, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.

The Postal Service expects to deliver 15.5 billion mailpieces during the holidays, including 600 million packages.

“It’s more important than ever that we ‘take ownership’ [of customers’ issues] and be accountable for all aspects of the customer experience,” Nemec says.

Philadelphia Acting Postmaster Jennifer Vo, who also appears in the video, says taking ownership requires communication, training and accountability.

She suggests managers share feedback, use stand-up talks and encourage employees to take responsibility for their mistakes.

“We are too busy to have to go back and correct errors, so we want employees to do things right the first time,” Vo says.

Employees also should use job aids, a series of guidelines that address of range of complaints.

Being responsive to customers will inspire their loyalty, Nemec says.

“Always look to earn our customers’ trust,” he says.

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