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…

 Continue reading

PMG addresses customer service, other topics in “Business Focus” video

The importance of delivering excellent customer service is discussed by Postmaster General Megan J. Brennan in her latest “Business Focus” video. “We’re a service organization, and to attract and retain customers and generate profitable revenue, we need to continue to improve the customer experience,” she says. Brennan encourages employees to deliver excellent experiences wherever they…

 Continue reading

USPS: Employees to receive holiday mailpiece

The Postal Service is using the mail to help employees get in the holiday spirit. The organization is sending employees a direct mailpiece that highlights the important role they play during the holiday season. “You help Santa deliver to millions of homes. He may get all the credit, but he couldn’t do it without you,”…

 Continue reading

USPS OIG Report: Customer Retail Experience

Objective Our objective was to evaluate key factors affecting the customer experience at Postal Service retail units and identify opportunities to enhance the overall customer experience. The Postal Service’s vast number of post offices is the largest retail network in the country, spanning more than 30,000 Postal Service-managed retail spaces. These offices drew over 857…

 Continue reading

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…

 Continue reading

USPS: New retail kiosks offer updated features

The Postal Service is replacing its approximately 2,800 self-service kiosks with upgraded machines. The new kiosks have improved screens that offer customers an experience similar to using usps.com. “Customers can have more streamlined transactions that combine online features and retail counter service,” said Retail and Customer Service Operations Vice President Kelly Sigmon. The new kiosks…

 Continue reading

USPS gears up for another busy year

USPS will continue to focus on the customer experience, including providing efficient, reliable service; service performance; innovation; and other business strategies in 2018. “In the coming year, we can look forward to continued momentum in launching new products and services, improving the experience of our customers, and elevating our service performance,” PMG Megan J. Brennan…

 Continue reading

USPS OIG Report: Delivering the Best Customer Experience

December 13, 2017 (RARC-WP-18-003) The Postal Service could make the delivery survey more representative of the general population and validate the survey’s scale to ensure its accuracy. Survey results showed dissatisfaction is highest among small and medium business customers, centralized delivery recipients, and 25-34 year olds. Customers most frequently commented on misdelivery, delivery time, delivery…

 Continue reading