Handle with care

POV video

Employees must know how to help customers when their parcels are damaged — especially now that USPS is focused on growing its package delivery service, Consumer and Industry Affairs VP Jim Nemec says.

“It’s important that we do all we can to create a positive customer experience, even when dealing with a damaged package,” Nemec says in his latest “Point of View” video.

To be processed, insured package claims require proper documentation, including a damage report that can be completed at a Post Office.

Retail associates play an important role by helping customers complete these documents, says Revenue and Field Accounting Manager Doug Germer, who also appears in the video.

Employees must complete Form 3831, Receipt for Articles Damaged in Mails, and Form 2856, Damage Report of Insured Parcel and Contents.

“Doing the damage report correctly and filing forms immediately helps customers get their claim resolved quickly,” Nemec says. “A quick resolution to a claim is a chance to create customer satisfaction with the process.”

Customers also can file claims online at usps.com.