Defusing an angry customer
If you encounter an angry customer, try defusing the situation by projecting a pleasant demeanor. Be courteous, remain calm and avoid getting into arguments. If necessary, refer the customer to a supervisor. […]
susan_wilson
Posts by susan_wilson
Virginia Ingle, Dover, FL
Today’s hero is a full-length story […]
Debra Jones, White Plains, NY
Thank you, Jennifer Payton, for the wonderful quote. I’ll share it with others to inspire them to remember the basics of customer service. […]
Suppliers, in demand
USPS recently honored 16 businesses for supplying the organization with outstanding service. The Supplier Performance Award recipients are chosen from among 20,000 companies that do business with the Postal Service each year. The honorees received awards in multiple categories, including innovation, diversity and sustainability. “To receive one of these awards is a real accomplishment,” Chief […]
Donation nation
Postal Service employees collected thousands of pounds of food May 9 during this year’s Stamp Out Hunger Food Drive. The collection total is still being tallied, but local numbers are being reported. For example, almost 174,000 pounds were donated in the Columbia, SC, area, according to The State newspaper. Donations exceeded 111,000 pounds in the […]
Heroes’ corner
Dover, FL, Rural Carrier Virginia Ingle was on her route recently when she spotted a man riding a bicycle from one mailbox to another, opening each one and stuffing the mail down his shirt. Ingle called Officer in Charge Tammy Brock, who contacted local police and the Postal Inspection Service. Officers went to the neighborhood, […]
Analyze this
A white paper that outlines the Postal Service’s use of advanced analytics in air-transportation planning — resulting in estimated annual savings of $6 million — was recently showcased at an operations research conference. Washington, DC, Network Operations Research Analyst Brian Burns led the team that wrote the paper, which was a semi-finalist for the prestigious […]
Protect your workstation
Before stepping away from your workstation, lock it by pressing the Windows and “L” keys simultaneously. […]
Capital District Retail Associate of the Year honoree Michael An
“I try to understand the customer’s needs and give them the very best service possible.” […]
Read More… from Capital District Retail Associate of the Year honoree Michael An
Melissa Dudley, Wylie, TX
Today’s hero is a full-length story […]
Renea Puckett, Fayetteville, NC
I love the story about Dori Blackburn. Animals are a gift to us all. […]
Sentimental journey
A group of Nevada veterans got to experience mail call again during a recent visit to Washington, DC. The veterans received letters from family members, co-workers and others who thanked them for their military service. A news crew from KRNV, the NBC station in Reno, accompanied the veterans and recorded them reading the letters. “I’m […]
Heroes’ corner
Wylie, TX, Rural Carrier Melissa Dudley was on her route recently when she saw a large dog running toward a man who was going to his mailbox. The dog was barking and the man, 83, was having difficulty walking. Dudley pulled her vehicle in front of the man until neighbors arrived and got the dog […]
Good work
The Postal Service can learn from the success of African-American Postal League United for Success (A-PLUS), PMG Megan Brennan told the organization’s national convention last week. “A-PLUS was created in part to promote networking, and they’ve done that very efficiently,” she said. “We need to do that throughout the Postal Service.” Brennan has made workforce […]
Northern Virginia Consumer and Industry Contact Manager Anthony Prisco
“Providing customers with excellent service with every transaction and delivery — and providing quality follow-up — will go far in maintaining trust and loyalty.” […]
Read More… from Northern Virginia Consumer and Industry Contact Manager Anthony Prisco
Delivery done right
Be sure to deliver the mail properly, perform accurate scans and obtain signatures when required. When delivery is done correctly, customers have confidence in USPS and their overall experience is positive. […]
James Taylor, Carthage, TX
Carthage, TX, Letter Carrier James Taylor was delivering a certified letter to a man who suddenly became ill and collapsed on the floor. Taylor called 911 and stayed with the man until emergency responders arrived and took him to a hospital, where he recovered. The man’s daughter later thanked Taylor for helping her father. […]
Joan Wheeler, Cleveland
The Hotel Hugo has an excellent idea. Providing guests with stationery is awesome. It would motivate me to write letters. […]
Questions, please
Two Postal Service stamps will be clues on the “Jeopardy!” episode scheduled to air Monday, May 4. One stamp depicts a naval hero during the Civil War, while the other stamp features a state bird that’s also the name of a Major League Baseball team. Do you know the answers (or the questions, in the […]
Honor bound
Postal Service employees who served in the military during the Vietnam War are invited to attend the Memorial Day dedication of the Medal of Honor: Vietnam War stamps in Washington, DC. The ceremony will be held Monday, May 25, from 1-2 p.m. at the Vietnam Veterans Memorial on the National Mall. The event is free […]
Investing in USPS
The Postal Service continues making investments for the future, including plans for new delivery vehicles, PMG Megan Brennan says in her latest video message. Fifteen companies are competing to build the vehicles, which are slated to debut in 2017. “These vehicles will be designed with increased cargo space and improved access to facilitate both the […]
‘Get Into the Act’
Older Americans Month began May 1. This year’s theme, “Get Into the Act,” reflects how older adults are taking charge of their health, getting involved in their communities and helping others. The theme also reflects the 50th anniversary of the Older Americans Act. This law, signed by President Johnson, paved the way for better social […]
Credit and debit card overcharges
A new tool allows you to submit your reconciliation requests online for credit and debit card overcharges and provides assistance for those types of expenses. Visit the Accounting website and select the blue Credit/Debit Expense and Overcharge button. […]
Eastern Area VP Joshua Colin
“Tell a friend or family member and spread the word through social media that the Stamp Out Hunger Food Drive is May 9. Keep it in mind when you visit the grocery store.” […]
Leah Gray, Lincoln Park, MI
Lincoln Park, MI, Letter Carrier Leah Gray delivered mail to a woman who appeared to be ill. Gray encouraged the woman to seek medical care, but she declined. Days later, when Gray returned, the woman’s condition was worse. This time, she followed Gray’s advice and was taken to hospital, where she was placed in the […]
Constance Rounkles, Dawn, MO
I appreciate reading about Chloe Fuller. I was so pleased to hear about all the cards she has received. I’ll send her cards too. […]
National Postal Forum
The National Postal Forum, the mailing and shipping industry’s largest annual conference, will be held May 17-20 in Anaheim, CA. This year’s theme: “Growing Together.” The agenda includes sessions with the Postal Customer Councils and area focus groups May 17, followed by PMG Megan Brennan’s keynote speech May 18. “Technology Tuesday” is May 19, while […]
Asian-Pacific American Heritage Month
May is Asian-Pacific American Heritage Month, a time to recognize the accomplishments of people of Asian and Pacific Islander descent. This year’s theme is “Many Cultures, One Voice: Promote Equality and Inclusion.” May was selected because it includes two important dates. The nation’s first Japanese immigrants arrived May 7, 1843, and the transcontinental railroad was […]
Postal Bulletin
The Postal Bulletin’s latest issue highlights National Dog Bite Prevention Week, which will be held May 16-22. This annual event, sponsored by the Postal Service, calls attention to one of the nation’s most commonly reported health problems. The April 30 edition also includes dog bite prevention tips and a sample news release to promote awareness. […]
Lean leaders
The Office of Continuous Improvement is offering advanced training to select employees who are helping the Postal Service become more innovative, efficient and customer-focused. The Lean Leader program is available to employees who have achieved USPS black belt certification, a designation that emphasizes using continuous improvement methodologies to strengthen postal operations. “This training will help […]