Retail staff at the US Postal Service will no longer be forced to stick to a management-approved script when dealing with customers mailing packages from this month.
The USPS is abandoning its “Perfect Transaction Method”, which required window clerks to ask a series of pre-written questions explaining products and services available, even for regular customers.
However, under changes to the Retail Customer Experience Program, a more flexible approach is being adopted.
In a letter sent to unions last week, the USPS said based on its “confidence” in the product knowledge of its retail associates, it would no longer score its staff on specific product offerings and explanations in mystery shopper tests.
The tests involve management representatives posing as customers to assess retail staff against various criteria.
The new system will still require staff to ask a set question on whether packages contain hazardous materials, but otherwise assessments will have more of an emphasis on image, customer waiting times and general promotion and merchandising activity than on asking scripted product offerings.
The changes were warmly welcomed by the American Postal Workers Union, which said there had been years of frustration for window clerks and the public alike regarding the scripted customer service format.
APWU Clerk Craft Director Rob Strunk said: “Finally, a manager with authority has realized that our Sales and Service Associates can determine on their own an appropriate method for communicating with our customers.
“The Mystery Shopper program has been misused, abused, and violated in so many ways,” he said. “We can go forward now demonstrating our professionalism.”
Source: James Cartledge, Post&Parcel
Tags: APWU, Customer Service, Retail, USPS
