USPS: Training underway for C360 tool

USPS has begun rolling out its Customer 360 platform at Consumer Affairs offices, Customer Care Centers and Post Offices. Customer Care Centers in Troy, MI, and Edison, NJ, along with Post Offices in Capital Metro Area, have been testing the new tool — called C360 — for several months. C360 is part of the Postal…

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USPS: New tool to help resolve customer issues

USPS will soon introduce a web-based tool that will allow employees to better handle customer service issues. Customer 360 will replace eCustomer Care, the application currently used to process and track business and residential customer inquiries. The new tool will be available in Consumer Affairs offices, Customer Care Centers and Post Offices, allowing employees in…

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USPS OIG Report: Improving the Customer Experience with USPS Customer Care Centers

While customers were satisfied with Customer Care Center (CCC) agents, one in three was not satisfied with the overall experience. The Postal Service cannot handle current CCC call volume, a problem that could worsen with parcel growth. Reducing wait times and giving agents better tools, training, and organizational support will empower them to resolve customer…

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USPS: Baltimore District tests “Where’s My Package?” program

Aug. 26, 2016 – Baltimore District is testing a program that allows letter carriers to quickly investigate and resolve package delivery complaints.The program, a joint collaboration with the National Association of Letter Carriers (NALC), is called “Where’s My Package?” NALC carrier coordinators use USPS data to identify delivery complaints involving participating Post Offices. The coordinators…

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USPS OIG Audit Report: Customer Care Centers

Background Residential and business customers contact the U.S. Postal Service through various toll-free telephone numbers for information on hours, prices, service issues, or other postal-related inquiries. These numbers received over 52 million calls in fiscal year (FY) 2014, 16 million of which were routed to the four Postal Service Customer Care Centers (Care Centers). The…

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USPS: First-hand experience – Managers visit Edison call center

Marketing and Consumer and Industry Affairs managers from all seven USPS areas saw customer service first-hand during a recent visit to the Customer Care Center in Edison, NJ, hosted by Consumer and Industry Affairs. The Postal Service has opened four care centers in recent years. Employees at the centers answer calls to 800-ASK-USPS and help…

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