(October 28, 2014) There are several steps employees should take to address customer complaints about USPS products and services.
“How we respond to our customers matters,” said Consumer and Industry Affairs VP Jim Nemec. “They deserve to have their concerns handled in an appropriate, professional and timely manner. This demonstrates we value their business.”
Employees should review the Complaint Handling Guidelines for Residential and Small Business Customers, Nemec said. It outlines employee roles and responsibilities, explains complaint handling processes, defines the escalation process and provides resources.
According to the guidelines, when a customer reports a problem, employees should:
- Take ownership of it.
- Empathize with the customer and apologize.
- Ask clarifying questions to better understand the issue.
- Be diligent and make sure you’re providing the correct information.
- Contact your supervisor or manager if you need assistance.
Employees should contact customers within 24 hours of receiving a complaint, Nemec said.
“When our customers know we care, they will continue to use the Postal Service instead of our competitors and our revenue will continue to grow,” he said.
Jim Nemec is another useless VP jackass. Clicking the link for the “guidelines” yields nothing. Googling the guidelines only produced an OIG audit that, of course, found the USPS method for handling complaints to be inadequate. Searching usps.com did not produce the guidelines. The only tried and true method the Postal Service has for handling customer complaints is to avoid answering the phones at all costs. If you answer a phone, you may have to answer a question; and we certainly can’t have any of that nonsense. Who in the hell do these customers think they are. On management’s list of priorities, customers are tied for last with employees. But, thank God we have a VP covering the issue. I’m sure he’s worth every dollar being thrown away on his BS position.