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| Pictured from left to right are Marketing Manager Lucious Sumlar, Jackonville Officer-in-Charge Debra Gornik, Sales & Service Associates Kim Oswald, Lotti Armstrong, Carlos Williams, Rick Grace, Anita Kaashis, Lawence Benton, Supervisor Customer Services Betty Christmas, and Acting Manager Customer Services Bill Spangler. |
The South Jacksonville station team recently reached their 10th straight Retail Customer Experience (RCE) perfect score.
According to Manager Customer Services Albert Diaz, "Commitment has been the driving force to our success here at South Jacksonville."
RCE 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.
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.
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