According to national Customer Experience
Measurement (CEM) data, providing necessary information, resolving issues
promptly and assuming ownership of these issues are the primary factors that
affect the customer’s experience with USPS.
“Customers want more from their contact
experience,” said Consumer and Industry Affairs VP Maura Robinson. “They want
Postal Service employees to be caring, courteous and prompt with resolving
issues.”
Providing information in a clear, concise
manner and following-through will show customers that employees are taking
ownership of the issue.
According to Robinson, although the Postal Service’s
performance has improved, there is more that can be done. “Being helpful is
important,” she said. “But employees must be responsive to customer needs and
display a caring attitude in order to deliver a positive customer experience.”
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