Postal Bulletin 22328, January 12, 2012 - Our Business Is Delivering

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4 postal bulletin 22328 (1-12-12) Field Information Kit: Telephone Courtesy Field Information Kit: Telephone Courtesy A positive customer experience starts with four basic principles, which have been identified as “customer experience essentials.” They are: Telephone Courtesy. It Begins with a Smile. Delivery Done Right. We Value Your Business. A new program encompassing these four principles, “Delivering a Positive Customer Experience,” is a collaborative effort between Operations, Consumer and Industry Affairs, Corporate Communications, and all postal management and labor organizations. The data contained in Customer Experience Measurement (CEM) identified these principles as the biggest impact on customers’ interaction with postal employees. The first principle, Telephone Courtesy, is now under way, supported by this Field Information Kit. This kit includes Standard Operating Procedures, including a Customer Complaint Control Log; Essential Telephone Tips; and a Standup Talk. Ongoing communications supporting the four “customer experience essentials” principles will be identified by the “Delivering a Positive Customer Experience” logo shown below. The customer’s experience with you on the telephone matters. Make sure to do the following: Answer: Promptly, within three rings, and with courtesy. Greet: “Thank you for calling the United States Postal Service.” Identify: Your office name and your name. Offer Assistance: Get the customer’s number (in case the call is disconnected); identify the issue; answer the question if you know the answer; if not, document the inquiry on the Customer Complaint Control Log; establish a time you will contact the customer again and follow up with the accurate information. Assume ownership of your customer. Do not transfer calls if possible. Thank the Customer: “Thank you for using the United States Postal Service. We appreciate your business.” Deliver a positive customer experience every time! Standard Operating Procedures When the Phone Rings Assign responsibility for answering the phone every day to at least two employees (clerk and/or supervisor). Ensure all calls are answered within three rings. Thank the customer for calling and greet with “good morning” or “good afternoon,” as appropriate. Identify your office and department, and provide your name. Offer assistance. “How may I help you?” Identify the issue and answer the question if you know the answer. If not, document the inquiry on the Customer Complaint Control Log (POM Exhibit 165.3), establish a time you will contact the customer again, and follow up with the accurate information. Before closing, thank the customer for calling and offer to be of assistance in the future. Tips Avoid putting a caller on hold, especially for more than 30 seconds. If you need to transfer a call, stay on the line to make sure the call is connected and introduce your caller and his/her question or problem. If you need to take a message, make it complete, and follow through on forwarding it to the person who will respond to the customer. Management Responsibilities Ensure job aid is posted or placed near all phones. Oversee implementation of standard operating procedures (SOP). Verify completion of Complaint Control Log as per Postal Operations Manual. Ensure customers are called back.
Field Information Kit: Telephone Courtesy Ensure followup and resolution. Postal Operations Manual — Section 165.3 Maintaining Customer Complaint Control Log Maintain one or more Customer Complaint Control Logs (see Exhibit A, page 8) at every office to ensure timely response to customer complaints and to facilitate routine analysis of complaint activity. Include the following information in the Customer Complaint Control Log: Office name and ZIP Code. Customer name. Company name, if applicable. Customer address. Customer telephone number. Subject of complaint or comment. 1. Type of 24-hour acknowledgement (e.g., telephone, letter, postcard, personal). 2. Type of final response (e.g., telephone, letter, personal). Date received. Suspense date. Assignment of responsibility for suspense and resolution of the complaint. Date closed. Essential Telephone Tips Documenting the Customer Service Issue Ensure you use the Customer Complaint Control Log referenced in USPS ® Customer Contact Telephone Courtesy Standard Operating Procedure as Exhibit 165.3 from the Postal Operations Manual. This will assist you to collect, document, and report the pertinent information needed to handle the customer service issue and identify improvement opportunities. Information to Obtain From the Customer Name and address. Phone number and e-mail address. Preferred contact method (phone/e-mail). Best time to contact. Explanation of problem. Date/time of problem. Recurring problem? Rude Employee Behavior First, apologize to the customer on behalf of USPS, then tell the customer the incident will be addressed. Questions to Ask Who was rude to them? What specifically occurred? postal bulletin 22328 (1-12-12) When did the incident occur? Where did the incident occur? Strategies to Resolve Inform the customer that you regret this experience occurred, as it is the Postal Service’s mission to ensure a positive customer experience every time. Inform the customer you will notify the appropriate supervisor or manager and his or her concern will receive prompt attention. If the customer wants to speak to a supervisor or manager — get them. Again, apologize to the customer and let them know their business is important to us. Change of Address Questions to Ask Did you receive a confirmation letter? Have you filed any other change of address (COA) in the past 18 months? Have you received any mail with yellow forwarding stickers? Have you received any mail at your new address? Do you know if mail is being delivered to your former address? If so, how many times? Did all individuals with the same last name move from the former address? Whose mail are you receiving? (It may be same extract code.) Did you receive your mail at a private mailbox, a business, or other institution (i.e., college)? How did you notify USPS of COA? (Internet, COA Form at local Post Office, mailed COA Form to local Post Office, or by telephone.) Strategies to Resolve Check carrier case for PS Form 3982, Change of Address. Discuss change with letter carrier(s) responsible for serving the route. Verify that the 3982 label has been received/noted on 3982 pink card. Check Change of Address Reporting System (COARS) to ensure addresses and dates are correct. If the problem is a recurrence of mail forwarding or mail being left at old address, place a reminder card at the carrier case to ask for 100 percent verification of mail at delivery point for a 2-week period. 5
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Postal Bulletin 22328, January 12, 2012 - Our Business Is Delivering

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