When Gulf Atlantic District Manager Charley Miller informed the Fleming Island team they were #2 in the country for the Retail Customer Experience (RCE), Lead Sales and Services Associate (SSA) Richard Hanneken stated: “We want to be #1.”
Postmaster Darla Ferguson feels the success comes from the SSA’s treating the customers the way they would want to be treated. She is very proud of her team and said, “Their ultimate goal is to be #1 in the country.”
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.
The Fleming Island team includes from left to right: Area Manager Customer Service Paul Birge , Supervisor Ruben Soto, Fleming Island Postmaster Darla Ferguson, Lead SSA Richard Hanneken, PSE Calvin Wright , SSA Kathleen Valdes, Jacksonville Post Office Officer-in-Charge Debra Gornik, District Manager Charley Miller, Marketing Manager Lucious Sumlar, and Acting Area Manager Customer Services Bill Spangler.
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