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USPS updates customer training program

Customer service agent
The updated version of Providing Excellent Customer Care aims to help employees deliver better service on the phone, in person and online.

The Postal Service has updated Providing Exceptional Customer Care, a training program to help employees sharpen the skills needed to respond to customers’ concerns and resolve their issues.

The updated program is now available through the HERO learning platform.

Improving customers’ experiences is a core priority for USPS, which wants to drive loyalty and boost revenue. Research shows the organization can improve customers’ satisfaction by responding to their concerns in one business day and resolving their issues within three business days.

“When customers ask us to respond to their concerns, it presents us with an opportunity to assure them that we’ve heard them and we are eager to help them in any way we can,” said Customer Experience Vice President Kelly Sigmon.

Since its introduction last year, Providing Exceptional Customer Care has received praise from employees like Betty Fry, an Arizona District consumer and industry contact manager.

“The course provided clear guidelines on processes and the importance of resolving cases,” she said.

The program also introduces employees to Customer 360, a new application that will help them respond to customers more efficiently and confidently.

Additionally, Providing Exceptional Customer Care helps employees become more familiar with Single Package Look-Up (SPLU), a tool that simplifies the parcel location process.

The training program includes a video testimonial from Michelle Sharp, a customer services manager in North Little Rock, AR, who recently used SPLU to track down a customer’s missing package.

“It actually made me feel pretty good that I was able to satisfy a customer,” Sharp says in the video. “Just hearing the excitement in her voice and knowing that we actually went that extra mile that our customer was satisfied — that was just a great feeling.”

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