C&IA, unions discuss best practices
USPS continues to work with postal unions to improve customers’ experiences.

Recently, Consumer and Industry Affairs (C&IA) officials in Washington, DC, met with union representatives to discuss the effects customer service has on the overall customer experience.

The meeting focused on defining customer service characteristics that foster a positive experience for customers. During the meeting, the participants broke into smaller groups to discuss how customer service agents’ performance affects satisfaction during customer service calls.

The groups also talked about the most effective ways to build trust with customers when handling complaints such as no delivery, change of address, sending domestic mail and delivery and scanning accuracy.

This meeting is one of a series C&IA has planned with internal and external stakeholders to improve customers’ experiences.

From USPS News Link