New passport application process is convenient and saves time
Greensboro District has improved customer service and revenue with implementation of the Passport Appointment Line (PAL).
The concept is simple. Customers who need passports call a central phone number, where a passport consultant schedules an appointment, sends the customer passport applications or directs the customer to the Department of State website to complete an application online.
Passport consultants, who are postal employees, also educate customers and prepare them for their passport application appointments. The consultants in Raleigh and Greensboro have access to online calendars for all district acceptance offices, so if appointment times aren’t available where the customer requests to go, another nearby facility can quickly be located.
“The Passport Appointment Line has improved customer service and addresses the customer passport complaints about the application process,” said District Retail Manager Tammy Apple.
Apple says Greensboro District wants to make sure that when customers walk through the Post Office door to apply for passports, they’ll complete their transactions within 15 minutes. “PAL is a central, organized approach that allows Greensboro District to schedule more appointments, which increases customer satisfaction and revenue,” she said.