Tuesday, August 4, 2015

2 Miami GMF SSAs are Good as Gold

L-R: Marketing Manager Juan Nadal, Miami GMF SSA Briggett Glinton, Miami Postmaster Enrique (Rick) Suarez, Miami GMF SSA Wang Shu Lee, Manager, Customer Services Joel Marc, Manager, Customer Service Operations Rosalyn Bell-Mosley, Miami GMF SSA Irma Knighton, and Retail Manager Sue Walker.

By Sue Walker, Retail Manager

The South Florida Retail Office is rolling out the Retail Customer Experience (RCE) Gold Star Program, recognizing Sales and Service Associates (SSAs) who are performing outstanding customer service. SSAs who score 100% on an RCE shop will receive a lanyard with a Gold Star and a Certificate of Appreciation. 

The RCE Program is scored on how long the customer waits in line, HAZMAT, Product Offering, Product Explanation, Promo & Merchandising, Image and Overall Experience. Additionally, the SSA must also circle the POS Survey on the customer's receipt for a PERFECT score. A lot of emphasis is given to the overall customer experience, which is very important if we want to keep our customers coming back to the retail counter and conducting business with the USPS.  

SSA Bridgett Clinton and Wang Shu Lee of the Miami General Mail Facility Retail Unit both have earned two Gold Star Awards in FY15 and are the first to be recognized. This is a great accomplishment to have two SSAs at the same facility earning 100% PERFECT shops.  Congratulations to Briggett Glinton and Wang Shu Lee!  

In the upcoming weeks, the Retail Office is planning more station visits across the District to award SSAs who are providing excellent customer service.

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