Employees should take a comprehensive approach to resolving customer complaints, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.
“Our customers expect and deserve a timely and complete response when they report a problem,” he says. “When something goes wrong, we have to make it right so they are satisfied.”
Nemec cites Bay-Valley District’s approach as an example others could emulate.
In Bay-Valley, employees who respond to complaints follow a set of standard procedures, including showing customers empathy and thanking them for bringing their problem to the Postal Service’s attention.
The district also has guidelines for recording inquiries and recommending resolutions, and sticky notes are affixed to each employee’s computer monitor to remind them to follow the process.
Additionally, supervisors attach special cards to their name badges to promote the program.
Resolving complaints to customers’ satisfaction is paramount, Nemec says.
“This is how we earn their trust and keep them choosing the Postal Service for their mailing and shipping needs.”