Employees should use all available resources to resolve customer complaints, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.
“Successful resolution increases the customer satisfaction rate dramatically,” Nemec says.
The most commonly reported problems are locating missing packages, missed deliveries and change-of-address issues.
Employees can get help handling many situations by referring to job aids, a series of guidelines that address a range of complaints, Nemec says.
When dealing with more complicated matters, Gulf Atlantic District Consumer and Industry Contact Manager Tony Joy — who also appears in the video — suggests employees follow three steps: investigate, collaborate and resolve.
The investigation phase begins when the customer contacts the Post Office.
In some cases, two or more offices might need to collaborate. When this occurs, the offices should determine who is best equipped to assist the customer.
Joy’s final advice: Once the problem is resolved, employees should remember to apologize, thank the customer and ask if he or she is satisfied with the resolution.