At Your Service: 10 Post Offices Join Customer Contact Concierge Program

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     EAS and craft employeeswho are working together in the Customer Contact Concierge Program understandthat outstanding customer service is our “bread and butter.”  This program aims to improve customersatisfaction, which in turn, creates customer loyalty, and results in revenue generation andretention for the Postal Service.
     “Customerperception is really how we measure!” said an enthusiastic Lillian Castro,district program coordinator.  “Earlierthis 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 therole of ‘concierge’ at 10 Post Offices in the 330 area.”  
     Just what is a concierge?  A hotel staff member who assistsguests by handling the storage of luggage, recording and delivering messages,and making reservations for tours.  Acaretaker who lives on the premises of an apartment or a hotel and overseespeople entering and leaving the building, handles the mail, and providesjanitorial services.  In thePostal Service, a concierge is an employee who takes ownership of a customerissue, focusing on the resolution from start to finish “closing the loop.”      ParticipatingPost Offices were selected based on the high volume of responses to the CEMsurvey and the most opportunity for improvement.  One EAS and one craftemployee from each location are enrolled in the program.  During trainingsessions, Marketing instructors reviewed procedures and specific job aids toensure that consistent and accurate information is provided to the customer infield offices.     Atyour service are the 330 participating Post Offices added to the CustomerContact Concierge Program: BrightStation                                  Hialeah Main OfficeCentral CarrierAnnex                    Hollywood Main OfficeHallandale Post Office                   Miami Gardens BranchHialeah Carrier Annex                   Palmetto Lakes BranchHialeah Lakes Branch                   PromenadePostal Store