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Training addresses customer complaints

Doug Mixson, an operations performance analyst
Doug Mixson, an operations performance analyst, appears in a new training video that aims to educate employees on delivering excellent customer experiences.

Imagine receiving an email from an unhappy customer who is still waiting for a package days past the expected delivery date.

Would you know how to respond?

A new online training course, Providing Exceptional Customer Care, aims to help employees turn dissatisfied customers into ones who will choose USPS again.

“It takes collaboration to seek out the root cause of the issue, resolve it and ultimately earn that customer’s repeat business for our organization,” said Doug Mixson, one of several real-life employees who recall their experiences in video segments that are part of the training.

Mixson, an operations performance analyst at USPS headquarters in Washington, DC, served as the Walterboro, SC, Postmaster when his segment was recorded.

He hopes the training will help employees put themselves in the shoes of their customers and learn to “treat the complaint as if it were you filing it with a company for an issue you are experiencing.”

Rochelle Evans, a Cincinnati-based customer services manager who also appears in a video segment, said employees who take the training will see what going the extra mile and educating the customer can do for positive feedback.

“By taking those few extra moments, we gain a customer for life,” Evans said.

Providing Exceptional Customer Care (course number 10026877), which USPS introduced this spring, is part of the organization’s efforts to deliver excellent customer experiences and improve employee training, two core business strategies.

The course is available through the Integrated Human Resources System learning portal.

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