USPS OIG Report: Customer Service for Non-English-Speaking Customers

Objective Our objective was to evaluate the U.S. Postal Service’s customer service to non-English-speaking customers. The Postal Service, established in 1775, has as its basic function the obligation to provide postal services to bind the Nation together through the personal, educational, literary, and business correspondence of the people. In addition, it shall provide prompt, reliable,…

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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…

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USPS OIG Report: Establishing New Retail Access Points

Background The U.S. Postal Service’s retail network is larger than McDonald’s, Starbucks, and Walmart combined — with over 46,000 physical retail access points. These access points are locations where customers can purchase Postal Service products. They include traditional brick-and-mortar post offices and alternate access points such as self-service kiosks, contract postal units, community post offices,…

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Lobby assistants allow USPS to serve customers faster

The Postal Service is continuing to use lobby assistants to better serve retail customers who require simple transactions. The program is part of the organization’s broader effort to strengthen customer service. Since lobby assistants were introduced a few years ago, they’ve helped reduce wait times and boosted scores on Retail Customer Experience surveys, which measure…

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Self-service success – USPS kiosks hit revenue milestone

USPS self-service kiosks have generated more than $5 billion in revenue as customers increasingly use the automated machines for retail transactions. Approximately 2,500 kiosks are available in Post Office lobbies across the nation. The kiosks allow customers to purchase print-on-demand stamps, ship packages, look up ZIP Codes and renew Post Offices boxes. “They provide customers…

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Heitkamp Brings Chairman of Senate Committee Overseeing Postal Service to Williston to Hear about Mail Service and Delivery in ND

Senator Shares Themes of North Dakotans’ Stories from Fix My Mail Initiative Press Release – June 7, 2014 WILLISTON, N.D. – U.S. Senator Heidi Heitkamp today brought U.S. Senator Tom Carper (D-DE) to Williston so he could hear firsthand about the challenges that North Dakota faces with mail delivery and service, and about efforts to…

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