USPS logo LINK — USPS employee news Printable

Exceeding expectations

USPS wants to drive customer loyalty

Smiling woman sits at workstation
Tremecia Wilson, a Mid-Carolinas District complaints and inquiry clerk, strives to deliver helpful customer service.

Tremecia Wilson believes each time she serves a customer, she has an opportunity to help USPS build loyalty.

Wilson, a complaints and inquiry clerk based in Capital Metro Area’s Mid-Carolinas District, works with customers each day, helping to locate their missing packages, fix change-of-address form errors and handle other matters.

“I try to make a difference by giving each situation my all,” she said. “Loyal customers are important to us because without them, none of us would be working.”

The Postal Service wants other employees to follow Wilson’s lead.

The organization has embarked on a new initiative to educate employees about the importance of customers’ experiences. By making this a core business strategy, the Postal Service wants to boost customer satisfaction, drive loyalty and grow revenue.

“Exceeding customer expectations requires a commitment to meeting their needs better than anyone else can. By providing an outstanding experience every time, and in every interaction, we encourage them to choose the Postal Service again and again,” said Acting Chief Customer and Marketing Officer Jacqueline Krage Strako.

Customers are noticing.

Barbara Grimmie, an Atco, NJ, resident, recently wrote to her local Postmaster, John Eden, to express her gratitude for the service she has received from his employees.

“[They] are always pleasant and helpful,” Grimmie wrote. “Whenever I have questions, they go out of their way to find answers if they can’t answer on the spot.”

Post-story highlights