“Customer
perception is really how we measure!” said an enthusiastic Lillian Castro,
district program coordinator. “Earlier
this year, we implemented the program in 42 Post Offices in ZIP spans 331, 333,
and 334, and our Customer Experience Measurement (CEM) scores improved. Now we’re training employees in the
role of ‘concierge’ at 10 Post Offices in the 330 area.”
Just what is a concierge? A hotel staff member who assists guests by handling the storage of luggage, recording and delivering messages, and making reservations for tours. 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 Postal Service, a concierge is an employee who takes ownership of a customer issue, focusing on the resolution from start to finish “closing the loop.”
Just what is a concierge? A hotel staff member who assists guests by handling the storage of luggage, recording and delivering messages, and making reservations for tours. 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 Postal Service, a concierge is an employee who takes ownership of a customer issue, focusing on the resolution from start to finish “closing the loop.”
Participating
Post Offices were selected based on the high volume of responses to the CEM
survey and the most opportunity for improvement. One EAS and one craft
employee from each location are enrolled in the program. During training
sessions, Marketing instructors reviewed procedures and specific job aids to
ensure that consistent and accurate information is provided to the customer in
field offices.
At
your service are the 330 participating Post Offices added to the Customer
Contact Concierge Program:
Bright
Station Hialeah Main Office
Central Carrier
Annex Hollywood
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