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Making a difference

USPS placing premium on customer service

Kinston, NC, Postmaster Al Brantley
Kinston, NC, Postmaster Al Brantley says he strives to deliver good service to all customers — including his colleagues in Mid-Carolinas District.

After a package he was expecting was mistakenly sent to Perryville, MO, recently, John Marks called the local Post Office, where Retail Associate Rebecca Muench found the parcel and arranged for it to be shipped to the right destination.

Marks was so impressed, he wrote to USPS to praise Muench.

“Rebecca’s willingness to take the time to help meant a great deal to me,” wrote Marks, a Navy contractor who is stationed overseas. “It is people like Rebecca who are willing to go out of their way that make a positive difference in the world.”

USPS wants to make this kind of experience standard.

The organization has introduced training, internal awareness campaigns and other programs to underscore the importance of customer service. By making this a core business strategy, the Postal Service wants to boost customer satisfaction, drive loyalty and grow revenue.

“Improving our customers’ experiences is critical to the success of the Postal Service,” said Acting Chief Customer and Marketing Officer Jacqueline Krage Strako. “Our customers have more choices than ever before. By providing a positive experience in every customer interaction, we’re showing them they made the right choice in using our services.”

For many employees, not all customers are external.

Kinston, NC, Postmaster Al Brantley said he thinks of his colleagues in Capital Metro Area’s Mid-Carolinas District as customers, too.

“I’m available and provide positive coaching and advice to employees so they can provide the best possible service to our delivery and retail customers,” he said.

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