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Count on her

Best Practices: Contributing to good service

Employee working in a plant.
Raleigh, NC, Mail Processing Clerk Cotina McLellan doesn’t deal directly with customers, but she keeps them top of mind.

Cotina McLellan doesn’t serve customers directly, but she knows they count on her.

“I always have our customers in mind when I’m doing my job [because] they are the reason I have my job,” says McLellan, a mail processing clerk at the Raleigh, NC, Processing and Distribution Center.

The Postal Service wants all employees to take this kind of approach to their work.

Delivering excellent customer experiences is one of the organization’s core strategies. By focusing on service, USPS wants to win customers’ business, drive loyalty and generate revenue.

To help all employees deliver excellent service, the organization provides these guidelines:

• Be accurate. No matter where you work in USPS — whether your job is to deliver packages, process mail, serve retail customers or perform other duties — remember that customers count on reliable, predictable service.

• Be safe. Working safely helps ensure efficiency, something all customers expect. For example, if you’re a mail handler, follow ergonomics guidelines to avoid lifting injuries that could disrupt productivity.

• Be a role model. Strive to impress people around you — whether it’s co-workers or customers — with an upbeat attitude that promotes positivity. This will help create an environment where employees thrive and customers want to do business.

McLellan says it all comes down to taking pride in your work.

“Every day, I am proud to be able to handle our customers’ mail efficiently, timely and professionally,” she says.

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

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