Florida Post Offices show consistent customer service success

The Retail Customer Experience (RCE) process gives the Postal Service an objective view of how well we are serving our customers.

Taking a look at the top performers in the Gulf Atlantic District shows some very impressive results.

Callahan-Hillard FL is tied for the fourth best RCE scores in the nation with 33 straight perfect scores in a row.

Left to right: Acting District Manager Mary Sullivan, Sales and Service Associate Phyllis Silcox, Callahan Postmaster Steve Gray, Sales and Service Associate Debbie West, Jacksonville Postmaster Debra Gornik, Acting Jacksonville Area Manager Colores Seuwin and Marketing Manager Lucious Sumlar.

"RCE is used as a real-time snapshot of customer interaction.  It is not just about the score," said GFA Marketing Manager Lucious Sumlar.  "However, we have some outstanding achievement throughout our district."

The attributes measure in the Mystery Shopper program should become so commonplace to every day performance that if the program were to end tomorrow, it would not changed 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.

Here are other Florida offices Bonifay and Panama City Northside with 10 perfect scores in a row.

Bonifay FL

Left to right: Marketing Manager Lucious Sumlar, Retail Specialist Lauren Leach, Sales and Service Associates Misty Erickson and Greg Williams, Manager Post Office Operations Todd Smith, and Supervisor Customer Services.Charles Munns.

Panama City Northside

Left to right: Marketing Manager Lucious Sumlar, Retail Specialist Lauren Leach, Station Mgr-Northside Station Chris Cox , Supervisor Customer Service Vanessa Peterson, Sales and Service Associates Chantrella Knox, Randy Holt, and Steve Martin, and Panama City Officer-in-Charge Brenda Johstono

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