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Finding solutions

‘POV’ addresses complaint resolutions


The Postal Service is committed to resolving customer complaints, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.

“It’s important to resolve an issue properly the first time,” he says.

Employees should continue to work with customers until they are satisfied their issue has been resolved.

Being proactive is key to resolving complaints, according to Eastern Area Consumer and Industry Contact Manager Raymond Staub, who also appears in the video.

He cites an example of a district that regularly landed near the bottom of a Postal Service ranking of complaint resolutions.

Area leaders began holding regular conference calls with district managers to re-emphasize processes that resolve complaints and reduce re-opened cases.

“By getting the employees engaged, we can learn a lot,” Staub said.

Customers were also contacted by phone rather than by email or letter.

The result: The number of customers who report their complaints resolved has increased 9 percent.

Says Nemec: “Where there’s a will, there’s always a way to help our customers.”

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