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 resolve customers’ mailing problems.
During the visit, managers listened to live and recorded customer calls, took part in a training simulation and learned about the center’s day-to-day operations.
They also discussed how to ensure customers receive prompt responses to their questions and quick resolutions to their problems.
The group visited the center after the PMG challenged all postal officers to tour one of the Customer Care Centers, which are a part of with the Postal Service’s broader strategy to strengthen customer service.
“Together, we are stronger,” said Consumer and Industry Affairs VP Jim Nemec. “By bringing our managers here, they can take what they learned and communicate within their areas how to support the Care Centers. It will help them ensure customers are contacted and get resolution the first time, every time.”