Setting the tone
A customer’s telephone experience with USPS matters. Answer calls politely and promptly — within 3 rings — to promote positive customer experiences. […]
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Posts by scott_tracy
Patricia Courtney, Portland, OR
Kudos to the new PMG, Megan Brennan, on her plan for the future of the Postal Service. Strengthening employee training will increase our service scores and bring customers back to USPS. […]
Lake Oswego, OR, Retail Associate June Norbom
“I make sure to learn about new postal products quickly so I can offer them to my customers. I also take the time to get to know my customers and understand their needs.” […]
Read More… from Lake Oswego, OR, Retail Associate June Norbom
Cara McIntosh, Bristolville, OH
Today’s hero is a full-length story, Heroes’ corner […]
What’s a VMF?
A vehicle maintenance facility (VMF) is a repair shop for postal vehicles. It also provides support documents for vehicle cost and accounting reports. […]
Jeanne Graupmann, Merrifield, VA
A big thanks to postal employees in the Northeast during last week’s winter storm. […]
Mechanical missives
Receiving a handwritten letter is one of life’s rare pleasures — but one company is using technology to make the experience more common. Bond employs robots or “bots” that can mimic the handwriting of individuals, producing letters and notes that look authentic. The New York-based company targets business people, but it wants individuals to use […]
Worth the wait
Postal employees in Western New York District recently spent time with one of Eastern Area’s biggest prizes: the Wait Time in Line Traveling Trophy. The district recently ranked first in an area-wide competition to reduce wait times for retail customers. The trophy was then sent to 20 Post Offices and other retail locations that received […]
Atlanta Letter Carrier Mary Burkgart-Harris
“I try to be consistent with every task I do for the Postal Service. I also make an effort to deliver everything correctly and on time.” […]
Ryan Cruz, Charlotte, NC
Charlotte, NC, Letter Carrier Ryan Cruz noticed several newspapers and packages collecting outside a customer’s home and became concerned. He called police, who found the man lying on the floor in dire need of medical care. Emergency responders determined the man had suffered a stroke. He was taken to a hospital where he recovered. […]
Heroes’ corner
Bristolville, OH, Rural Carrier Cara McIntosh doesn’t just move the mail. She also feels a duty to the community she serves. McIntosh was recently on her route when she saw a man removing appliances from an unoccupied house and loading them onto a truck. McIntosh wrote down the license number and a description of the […]
Dial ‘S’ for scam
When Jeanny Davenport went to the Crossville, TN, Post Office to mail a smartphone to a buyer in Nigeria, she didn’t suspect it was a scam. “The [retail associate] alerted me to it,” Davenport told a WATE-TV. “He said over the past two months several people had sent cellphones and various electronics … to the […]
Restoring customer confidence
When something goes wrong, you may have only one opportunity to restore customer confidence. Refer to the Complaint Handling Guidelines if you have questions about proper procedures for addressing customer issues. […]
Social media star
The Lockhart, TX, Post Office has become a social media star thanks to happy customers posting comments about its friendly service. “We have the best Post Office with the most fabulous employees ever,” one customer raved on Lockhart’s Facebook community page. During the holidays, another customer posted, “I had the best experience at our post […]
Catch the Wave
The Postal Service has issued a $2 Patriotic Wave stamp for customers who send packages, oversized envelopes and other large mailings. The stamp, which was dedicated Jan. 30 in Norcross, GA, features red and blue intersecting lines on a white background. The abstract pattern is reminiscent of billowing flags. A $1 Patriotic Wave stamp was […]
Catalog comeback
After years of decline, retailers are mailing more catalogs, The New York Times reported last week. Almost 12 billion catalogs were mailed in 2013, according to industry research cited by the Times. Retailers see catalogs as a way to drive shoppers to their websites. Thirty-one percent of consumers have a catalog with them when they […]
Colleen Morgan, Hartford, CT
I think the time-lapse video of the Philadelphia NDC would make a great commercial for the USPS. I don’t think the public really understands how the mail is processed and I think they would appreciate the Postal Service even more if they knew. […]
Central Illinois District Marketing Manager Johnny Morris
“Every employee lead submitted has an opportunity to turn into new revenue for the Postal Service; helping to create job security and foster economic development in the neighborhoods where we work and live.” […]
Read More… from Central Illinois District Marketing Manager Johnny Morris
Information, please
The Postal Service recently honored three employees for helping fulfill information requests from the news media and other organizations. Windsor, CT, EEO Compliance Manager William Coutu; Washington, DC, Purchasing and Supply Management Specialist Marthea Hodge; and Dallas Facilities Program Analyst Vicky Miles received the first Chief FOIA Officer’s Awards. Each honoree received a certificate. The […]
Peggy Adams, Angela Barnes, Tina Gray and Jeff Parrish, Lawrenceville, IL
A contract driver was working with Lawrenceville, IL, Custodian Jeff Parish to unload a heavy all-purpose container (APC) from a truck when it fell on top of him. Parish was able to push the APC off the driver as Retail Associate Tina Gray called 911. Retail Associates Peggy Adams and Angela Barnes cared for the […]
Read More… from Peggy Adams, Angela Barnes, Tina Gray and Jeff Parrish, Lawrenceville, IL
Investing in the future
The Postal Service will invest in its future by creating opportunities for long-term growth, strengthening employee training and making needed infrastructure improvements, PMG Megan Brennan said today. “We can reinvigorate the way we serve our customers and the public by constantly looking forward as an organization, anticipating the changing needs of our customers, and adapting […]
All together
Representatives from more than 100 federal agencies learned how the Postal Service can help them better serve the public during a daylong visit to USPS headquarters Jan. 28. Postal employees gave presentations on the latest USPS products and services. Topics included mail protection, management, best practices, digital initiatives, addressing and the future of mail. Several […]
Super Bowl XLIX souvenirs
The Postal Service is offering football fans Super Bowl XLIX collectible envelopes in two designs. One envelope features the NFL’s Vince Lombardi Trophy and the Super Bowl XLIX logo. The other envelope depicts Tom Brady and Russell Wilson, the respective quarterbacks for the New England Patriots and the Seattle Seahawks. Each envelope costs $8. Also […]
Twitter tribute
A Postal Service employee received praise from a popular TV star last week. Sherman Oaks, CA, Retail Associate Mike Henderson helped Charles Shaughnessy, best known for his roles on “Days of Our Lives” and “The Nanny,” ship some mugs to the actor’s fans. Shaughnessy later thanked Henderson on Twitter and included a photo of him […]
St. Louis VMF Automotive Technician Stanley Kidd
“A safe and trustworthy vehicle is important for the safety of employees and the safe transportation of the mail to and from postal facilities and our customers.” […]
Read More… from St. Louis VMF Automotive Technician Stanley Kidd
Leonard Kaiser, Farmington, MN
Farmington, MN, Letter Carrier Leonard Kaiser was delivering mail when he saw a man with a head injury lying on the ground. Kaiser called 911 immediately and tried to comfort the man until emergency responders arrived. The stricken man was taken to a hospital where he was treated for diabetes. Kaiser contacted the man’s family […]
Joan Wheeler, Cleveland, OH
I think it’s a great idea to bring back catalogs. I often prefer to look through a catalog at my leisure instead of sitting in front of a computer for hours trying to find what I want. […]
Earnings statement changes
With the new year you may notice changes on your earnings statement regarding health care, pay and other details. Go to ePayroll to view and print your earnings statement. […]
Digging out
Communities across the Northeast are digging out after this week’s nor’easter brought heavy snow, high winds and coastal flooding to the region. The USPS Service Alerts site reports all Northeast Area processing operations and Business Mail Entry Units were operational Jan. 28. Delivery and collection have resumed where it is safe for carriers. Information on […]
Corporate Communications
Elizabeth Johnson has been named acting vice president, Corporate Communications. She will lead efforts to help the Postal Service communicate about important activities internally and externally. Johnson succeeds Mitzi Betman, who retired as vice president, Corporate Communications, and chief of staff Jan. 16. “Corporate Communications plays a vital role in informing employees and customers about […]