Des Peres, MO, Customer Services Supervisor Christy Zomphier helps customer Robert Hughes use a self-service kiosk.
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 the quality of USPS services.
At the Des Peres, MO, Post Office, lobby assistants aim to serve customers before they reach the counter. The assistants carry mobile Point of Sale devices, which they use to help customers ship packages and buy stamps.
“Customers like the personalized attention,” said Customer Services Supervisor Christy Zomphier.
Lobby assistants also help customers learn to use self-service kiosks, which often makes later visits to the Post Office more efficient.
Des Peres resident Robert Hughes recently received a quick tutorial from Zomphier.
“I’ve been walking past this machine for years but was afraid to use it,” Hughes said. “If I made a mistake I would need to start all over. Now I’ll be using this all the time.
via USPS News Link
Lobby Director is definitely clerk work. It is becoming popular in Philadelphia. The new postmaster Jen, is improving customer service.
What’s really absurd is that people with 20,30, or even more years r being assigned window and customer service bids without any pervious experience or any interest in dealing with the general public. That’s just what”s being promised 2 anyone who fails parcel-machine qualifications as the Queens(NY) P&D.C. became a parcels processing only plant; as of Aug.1st. What other business in the world, has such policies? Even what other bureaucratic agencies, have such agreements?
Let them go to Staples!
Supervisors always break the 1.6 rule. Rather than have enough clerks to staff the window, they will instead put untrained people or managers in the lobby to “help” the customers. If a customer is being helped, it should be a clerk doing so, or a grievance will be filed, giving affected clerks free money…so, why not just staff the place with more clerks, rather than less??
How do you get to be a Lobby Assistant?
If she is a supervisor and this office is a level 20 or higher it is a violation of the national agreement Art.1.6. !!!!
That’s correct very concerned!
This is a lobby director not lobby assistant and that work is clerk work not supervisor! We file that in the Houston District!1