The Macon's Pio Nono Station recently was honored for achieving their 10th RCE perfect score in a row.
The award was presented to Postmaster Tim Goodwin, lead sales and service associate (SSA) Steve Bannister, SSA Tammy Fuller, and presentor Lucious Sumlar, Manager of Marketing for the Gulf Atlantic District. Pio Nono Team Members not pictured are: SSA Nixon, SSA and end Macon SCS Nancy Clark.
The Retail Customer Experience gives the Postal Service an objective view of our retail locations.
It can be used as a real-time snapshot of a customer interaction. It is not just about the score.
It is even more important that the results drive changes in behavior that will result in improved customer satisfaction and increased retail revenue.
Postmaster Goodwin attributes Pio Nono's success to: "Our SSAs and Lead SSAs are motivated, knowledgeable and take great pride in their operations and serving our customers. SCS Nancy Clark has been the Supervisor over our four Finance Stations for several years and has fostered an environment of teamwork and excellence in RCE throughout her offices."
The attributes measured in the Mystery Shopper program should become so commonplace to our everyday performance that if the program were to end tomorrow, it would not change the customer's retail experience in any way.
Mystery shoppers record how long they spent in line, how the retail unit looked, how courteous the retail associates were, and other details about their visit.
No comments:
Post a Comment