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Every customer counts

Best practices: Delivering excellent service

Englewood, CO, Retail Associate Frank Scolaro
Englewood, CO, Retail Associate Frank Scolaro strives to make each customer transaction positive.

Frank Scolaro believes every customer is important.

Scolaro, a retail associate at Greenwood Village Station in Englewood, CO, strives to deliver excellent service during each transaction.

“I love working with the public,” he says.

Scolaro follows the guidance that USPS provides retail associates, including:

• Deliver first-class first impressions. Welcome customers, make eye contact and offer a friendly greeting.

• Act with urgency. Working with a calm sense of expediency shows customers that the Postal Service values their time.

• Be positive. Upbeat attitudes are contagious and can inspire others.

USPS wants all employees to follow these guidelines. By making excellent customer experiences a core business strategy, the organization aims to boost satisfaction, drive loyalty and grow revenue.

Scolaro’s customer service skills recently won him praise from Englewood Mayor Ron Rakowsky, who wrote about the postal employee in the mayor’s monthly newsletter.

“What I admire about Frank … is his friendliness, professionalism, and positive attitude,” Rakowsky wrote. “He is a familiar face at the Post Office — where numerous people that work are also dedicated like Frank.”

Scolaro appreciates the feedback.

“We hear from the public on a daily basis how much they like us,” he says. “And to see the recognition by the mayor is an extra treat.”

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

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