Customer Contact Concierge Program At Your Service in Miami Post Offices

At a hotel, it’s a staff member who assists guests by handling the storage of luggage, taking and delivering messages, and making reservations for tours.

In France, it’s a caretaker who lives on the premises of an apartment or a hotel and oversees people entering and leaving the building, handles the mail, and provides janitorial services.

In the U.S. Postal Service, it’s the person or persons who take(s) ownership of a customer issue, focusing on the resolution to “close the loop.”  Gone are the days of “passing the buck.”  The new Customer Contact Concierge Program focuses on telephone and walk-in customers.  It’s all about “one and done” to improve customer satisfaction.

Have you ever called a company for information and the phone just rings and rings?  Have you ever walked into a store and been ignored … or the salesperson could not answer your question?

Jo Ann Feindt, Area Vice President, Southwest Area Operations, brought the program from the Great Lakes Area where it significantly increased customer satisfaction in a relatively short period of time.  Currently in South Florida, 22 Post Offices in Miami are participating in Phase 1.  These offices were selected based on the high volume of responses to the Customer Experience Measurement (CEM) survey and the most opportunity for improvement.  One EAS and one craft employee from each location enrolled in the program.  During training sessions, instructors reviewed procedures and specific job aids to ensure that consistent and accurate information is provided to the customer.

Customer Contact Concierge Program set up keeps essential tools at your fingertips.   Photo:  Barry D. Artiz