Customer service skills
The Customer Experience Essentials site has tips on sharpening your customer service skills. […]
Mike Milligan
Posts by Mike Milligan
Stephen Zarpas, Washington, DC
I enjoy reading “Heroes’ corner.” I feel grateful that I’m part of a team of good, honest postal employees. […]
Marsing, ID, Retail Associate Deanna Eliason
“Seeing the joy on someone’s face when you deliver a package or letter is priceless.” […]
Read More… from Marsing, ID, Retail Associate Deanna Eliason
Dan Do, Fort Worth, TX
Fort Worth, TX, Letter Carrier Dan Do sensed something was wrong when he recently noticed a customer hadn’t collected her mail in several days. Do called police and asked officers to check on her. Emergency responders entered the woman’s home and found her lying on the floor unconscious. She was taken to a hospital, where […]
Main attraction
More people use usps.com than any other government site that participates in a new federal tracking service. At certain points each day, about 6,000 people frequent the usps.com welcome page and more than 50,000 people visit all usps.com pages. This traffic far exceeds other participating sites. The data was reported recently by DigitalGov, a federal group […]
Displays of courage
The Postal Service is continuing to honor employees who perform heroic acts. For years, these employees have received letters of commendation from the Postmaster General. In 2015, PMG Megan J. Brennan sent letters to more than 300 heroes. Honorees are also spotlighted in Link’s daily “Heroes’ corner” column. Last week, USPS introduced two displays at […]
Red flags
A Nebraska employee stopped a customer from being scammed out of thousands of dollars this week. Bellevue, NE, Retail Associate William Reynek intervened when the woman came to the Post Office March 22 and said she wanted to mail the cash to the East Coast. “I thought this was odd and repeatedly asked her, ‘Do […]
This is it
The deadline to complete the Postal Pulse employee survey is Monday, March 28, at 11:59 p.m. EDT. All employees are strongly encouraged to participate in the survey, which helps USPS make workplace changes and improvements. The survey has 13 questions and takes about 3-5 minutes to complete. Bargaining employees can complete paper copies of the […]
Good and bad
Knowing your cholesterol numbers helps you manage your overall health. The terms “good” and “bad” are commonly used when referring to cholesterol. Experts say your high-density lipids (HDL), or good cholesterol, should be higher than 60 mg/dL, while your low-density lipids (LDL), or bad cholesterol, should be less than 100 mg/dL. Total cholesterol — the combination […]
Strategic Business Planning Manager Preston Finley
“USPS wants to make a better experience for [customers] at every touch point. We’re looking at ways the Postal Service can thrive into the future, no matter what the scenario may be.” […]
Read More… from Strategic Business Planning Manager Preston Finley
Locking computer screens
Before you step away from your workstation, lock your computer screen by pressing the “L” and Windows logo keys simultaneously. You can unlock the computer by pressing the “Ctrl,” “Alt” and “Delete” keys simultaneously. The CyberSafe at USPS site has more information. […]
Dana Clyburn, Teterboro, NJ
I was deeply touched by Pensacola, FL, Letter Carrier Glen Corbett’s act of respect for the veteran’s funeral procession. My dad was a vet. Corbett is a postal worker to be proud of. […]
Susan Deaton, High Point, NC
High Point, NC, Letter Carrier Susan Deaton was delivering mail recently when she encountered a customer who was experiencing medical problems, including slurred speech. Deaton called 911 and waited for paramedics, who took the woman to a hospital. Deaton then resumed her route. After spending a few days in the hospital, the woman was sent […]
Smart business
USPS is using technology to better serve business customers, Chief Marketing and Sales Officer Jim Cochrane told industry leaders at the National Postal Forum this week. “The future is all about the customer. We have to listen and quickly adapt to their needs,” he said. One example is Informed Delivery, a service that provides consumers […]
‘Here, there, everywhere’
The Postal Service’s commitment to business is the focus of the latest Priority: You TV ad. The 30-second spot shows USPS delivery vehicles moving packages across the nation. “Why do so many businesses rely on the U.S. Postal Service? Because when they ship with us, their business becomes our business,” the narrator says. The commercial […]
Eat, move, relax
Feeling stressed at work? USPS has advice: Eat, move and relax. The Postal Service recently introduced a page on LiteBlue to help employees focus on their well-being year-round. The page notes that eating healthy, light exercise and relaxation can help employees get the most out of their work day. Here are some tips: Skip fast foods […]
Oklee, MN, Retail Associate Madchen Mero
“We go the extra mile to make sure our customers leave with a smile.” […]
Gloria Frank, Troy, MI
I loved reading “Santa’s helpers.” The Carolina Forest, SC, Post Office employees’ actions made me feel warm and fuzzy. […]
Responding to complaints and inquiries
Customer Interaction and Successful Complaint Resolution, now available in the Learning Management System, shows employees how to properly assist customers when responding to complaints and inquiries. The course number is 10024776. […]
David Bartsch, Jackson, TN
Jackson, TN, Area Maintenance Technician David Bartsch was driving to work recently when he saw a vehicle broadside another car as it attempted to change lanes. The car’s airbags deployed and severely injured the driver. Bartsch pulled over, called 911 and comforted the driver until help arrived. […]
Mail to the chief
Mail continues to play an important role at the White House, where President Obama receives about 7,000 letters a day. Staffers sort through the correspondence each afternoon and forward 10 letters to the president, who often incorporates the messages into his speeches. Although most letters are emailed, many are handwritten. “I haven’t lived everybody’s life, and neither […]
Scan and deliver
The Postal Service continues to emphasize timely and accurate scanning data, PMG Megan J. Brennan says in her latest “Business Focus” video message. “Customers expect 100 percent visibility from induction to delivery,” Brennan says. “It’s a basic customer requirement.” The PMG also discusses the most recent quarterly financial results, as well the forced rollback in […]
Try, then buy
The line between traditional and online shopping is getting blurrier. More retailers are opening “showrooms” that allow customers to try out merchandise before buying it. When customers decide to make a purchase, they order it online and have it shipped home. “We do a better job of selling clothes because we don’t stock the clothes,” […]
Walk to remember
Greensboro District is taking a different approach to workplace safety — and receiving praise from Postal Service executives for its efforts. Managers and supervisors who conduct “safety walks” in the district’s facilities now look for areas of continuous improvement. This allows the leaders to identify best practices that can be replicated elsewhere in the district, […]
Scanning scorecard
The national scanning score for the week ending March 11 was 97.11 percent, down from one week earlier. Western (97.49 percent) led the areas, followed by Southern (97.28 percent) and Eastern (97.14 percent). Forty-five districts exceeded 97 percent, beginning with Arkansas (98.22 percent). Portland (97.97 percent) finished second, while San Diego (97.76 percent) climbed eight […]
Travel updates
Employees who use the eTravel service can find updates in the news section. […]
Omaha, NE, Customer Services Supervisor Jessica Sorrels
“[To me, the Postal Service] means meaningful work, stability, family, friends and camaraderie.” […]
Read More… from Omaha, NE, Customer Services Supervisor Jessica Sorrels
Andrew “Louie” Kunst, Grand Rapids, MI
Grand Rapids, MI, Letter Carrier Andrew “Louie” Kunst was delivering packages recently when he saw a teenager steal one. When the teen realized Kunst saw him, he dropped the package and ran away. Kunst retrieved the package, alerted his supervisor, brought the package back to the Post Office and contacted the customer. […]
Kristi Newman, Washington, DC
Congratulations to “The Inspectors” for winning the Parents’ Choice Recommended Award. I watch the show each week and love learning more about what Postal inspectors do. […]
Youth and taxes
Quick, name the demographic group most likely to mail their tax returns. Give up? It’s young adults, also known as “millennials.” Seventeen percent of taxpayers between ages 18-34 mail their tax returns, compared to 8 percent of taxpayers ages 35 and older, according to a new survey by NerdWallet, a personal finance and information service. […]