Customer Contact Concierge Program At Your Service in Miami Post Offices

At a hotel, it’s a staff member who assistsguests by handling the storage of luggage, taking and delivering messages, andmaking reservations for tours.

In France, it’s a caretaker who liveson the premises of an apartment or a hotel and oversees people entering andleaving the building, handles the mail, and provides janitorial services.

In the U.S. Postal Service, it’s the person orpersons who take(s) ownership of a customer issue, focusing on the resolutionto “close the loop.”  Gone are the daysof “passing the buck.”  The new CustomerContact Concierge Program focuses on telephone and walk-in customers.  It’s all about “one and done” to improve customersatisfaction.

Have you ever called a company for information and the phonejust rings and rings?  Have you everwalked into a store and been ignored … or the salesperson could not answer yourquestion?

Jo Ann Feindt, Area Vice President, Southwest AreaOperations, brought the program from the Great Lakes Area where itsignificantly increased customer satisfaction in a relatively short period oftime.  Currently in South Florida, 22 PostOffices in Miamiare participating in Phase 1.  Theseoffices were selected based on the high volume of responses to the CustomerExperience Measurement (CEM) survey and the most opportunity for improvement.  One EAS and one craft employee from each location enrolledin the program.  During training sessions,instructors reviewed procedures and specific job aids to ensure that consistentand accurate information is provided to the customer.