When it comes to satisfying customers, the Tobyhanna, PA, Post Office has a secret weapon â its employees, who regularly rank highly on the Postal Serviceâs Retail Customer Experience service evaluation.
The program sends independently contracted âmystery shoppersâ to Post Offices to evaluate customer service. Shoppers then document their experiences by completing a questionnaire for USPS.
The key is teaching employees how to meet customersâ needs, according to Tobyhanna Postmaster Robert Grasso.
âWhen an employee comes in from another office, I make sure I spend the time with him or her to discuss how customers should be treated,â Grasso said.
Retail Associate Jonathan Figueroa routinely rehearses âperfect transactionsâ with customers. âOnce you get in your head, the words just flow,â he said.
Liking your job is also important, the officeâs employees said.
âI enjoy what I do, and thatâs a big part of giving them great customer service,â said Retail Associate Patricia Lombardi.
Sonha Mayatte, another retail associate, credits Lombardi with providing a good example for their co-workers. She also appreciates Grassoâs management style.
âBob listens to our transactions and gives us feedback,â she said.
Source: USPS News Link