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Service with a smile

Best practices: Being friendly counts

James Toolan
James Toolan, a Melville, NY, acting retail specialist, strives to deliver good customer service.

James Toolan enjoys coming to work with a smile on his face.

“The more positive you are, the more positivity you get back from customers,” says Toolan, a Melville, NY, acting retail specialist and 27-year USPS veteran. “You want each customer to come back.”

Employees like Toolan understand that every interaction with a customer is an opportunity to affect their day, says Retail and Customer Service Operations VP Kelly Sigmon.

“Whether it’s a repeat customer we see on a consistent basis or a first-time visitor, we have an opportunity to make his or her day,” she says.

Toolan has three tips for his fellow employees:

• Make every interaction count. “You may be talking to one customer, but you have six others who are listening. Make sure your interaction is positive,” he says.

• Treat customers with respect. Customers share their experiences with family and friends.

• Have fun. Try to keep it upbeat. “Don’t sound like a robot. Show some of your personality,” Toolan says. “This helps bring repeat business.”

The bottom line: Treat every customer the way you want to be treated.

“Many customers just want to know you’re listening,” he says.

“Best practices,” a new series on employees who demonstrate on-the-job excellence, appears regularly in Link.

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