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Keep calm, carry on

Southgate, MI, Retail Associate Tammie Locke

Tammie Locke lives to serve.

The Southgate, MI, retail associate strives to make sure the Postal Service meets each customer’s expectations.

“I like to help people,” Locke says. “Helping people makes me feel like I am accomplishing something.”

USPS wants all employees to follow this approach. By delivering excellent experiences, the organization aims to boost customer loyalty and drive revenue.

To help other employees serve customers, Locke offers this advice:

• Pitch in when needed. Locke’s primary responsibility is ensuring letter carriers receive their mail for delivery each morning. Occasionally, she is needed to help customers at the retail window.

“Even if I don’t see the customer face to face, I’ll help by looking up ZIP Codes or addresses for mail that might otherwise be undeliverable,” she says.

• Keep calm and carry on. If a customer expresses frustration, Locke strives to remain calm, listen to the customer and work to fix his or her problem.

• Take pride in your work. Locke, a 22-year postal employee, says there is no better feeling than helping to satisfy customers.

“It’s rewarding to know I can make a difference,” she says.

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