1. 1 THE CUSTOMER’S VIEW NATIONAL RETAIL CONFERENCE AUGUST 6-8, 2007

2. 2 The Customer’s View… Is the Customer’s Experience Communication - Rate Change Retail Effectiveness Alternate Access Channels What did we learn? How can we fix it?

3. 3 Introduction The Customer’s View  Perception  Day to Day  The customer’s experience is the customer’s view

4. 4 How does the customer view us?

5. 5 “What Our Customers Said”  “ I have sent 20K packages with no problem”  “It’s remarkable how a letter gets there in one day vs. FedEx overnight”  “The speed of the letter is advantageous to use”

6. 6 How does the customer view us?

7. 7 “What Our Customers Said”  “ There is never more than 3 windows open…and there are 12 windows available.  “I feel like mailing something is a crapshoot”.  “They can’t tell you when, where, or what”.

8. 8 “Retail Effectiveness”  Operational Efficiency- Wait Time In Line  Sales Skills And Product Knowledge  Courtesy And Professionalism Retail Effectiveness

9. 9 Wait Time In Line

10. 10 The facilitator asked… What is important to you?”  “Shorter lines, attentive & courteous, and explain the features of mail class”  “Shorter wait, provide a receipt, and the lobby should be neat and clean “What Our Customers Said”

11. 11 Wait Time In Line

12. 12 “What Our Customers Said”  “20 minutes, usually more like 30…. And sometimes the line is out the door” The facilitator asked “How long do you have to wait?”

13. 13 Reality Check

14. 14 Tools for Success  Implement Staffing Tools from Technology Presentation  Earned Actual Staffing Graph  1994 WOS Scheduler  Utilization of the ground rules for WTIL Success  Manage lunch and breaks – not left up to SSA; make certain first SSA has returned before next leaves window  Lobby Directors  Promote Alternate Access Channels

15. 15 Sales Skills

16. 16 “What Our Customers Said”  “ I found out (online) using 1 st class mail was cheaper than media mail”  “They should have told me at the Post Office”… but the clerk didn't know”

17. 17 Product Knowledge

18. 18 “What Our Customers Said”  “I find it amazing that in this group, there are three things I am not aware of …CNS, Flat Rate Boxes and something else” The Facilitator asked how many were aware of the Flat Rate mailing containers….(5 out of 10 responded yes)

19. 19 Courtesy and Professionalism

20. 20 “What Our Customers Said”  “Number 3 is… employees are attentive and courteous” The facilitator asked…”Were the clerks attentive and courteous?”  “Yes…they know my name and they know what TV shows I watch”

21. 21 Courtesy and Professionalism

22. 22 “What Our Customers Said” The facilitator asked…”If employees were courteous?”  “It is very uneven” The facilitator confirmed the customer meant “inconsistent”

23. 23 Reality Check  Field Observations (Undisclosed Location)  Lead SSA (vocally abrasive)  Clerks were not friendly and courteous to the customers.  Lobby director was rude and loud most of the time.

24. 24 Tools for Success  Customer service training  Conduct or re-enforce daily coaching sessions on “What Courtesy and Professionalism is”?

25. 25 Communications Rate Change  Did we achieve the desired outcome in effectively educating and communicating the rate change?  What was the Customer’s Perception? Communication Rate Change

26. 26 Communications- Rate Change

27. 27 “What Our Customers Said”  “I normally go online to print the new rate charts…there were none available this time”

28. 28 Communications- Rate Change

29. 29 “What Our Customers Said”  “Before the rate change, Priority was great…1-2 days”  “I won’t use it anymore because it is too complicated with all the weight and size restrictions”

30. 30 Communications- Rate Change

31. 31 “What Our Customers Said”  “ I forgot the rate was going up and bought 300 - 39 cent stamps….this is the second time this has happened”  “The could have posted something on the website saying rates were going up…so buy.39 cent stamps”

32. 32 What do our customers think about our Alternate Access Channels?  Automated Postal Centers  Contract Postal Units  USPS.COM Alternate Access

33. 33 Automated Postal Centers  Our customers knowledge and usage of the APC is minimum.  Non - usage of the APC  Does not accept media mail  Tracking system is limited  Does not accept cash  Preference of human contact  Usage of the APC  Convenience  Shorter lines  Customers prefer larger APC label

34. 34 APC Customer Survey Question Subtotal - Small Bus Customers Subtotal - Residential Customers Total All CustomersPercentile 202949 I would use APC if there were a long line at the retail counter 18224081% I would use an APC if there were no line at retail counter 671326% I would use an APC if it accepted cash (in addition to credit and debit cards) 9101938% I would use an APC if I could use either cash, debit or credit card AND if there were no line at APC 8111938% I always use an APC whenever it is available at a Post Office 224 8% I would NEVER use an APC under any circumstances 24612%

35. 35 Automated Postal Centers Customer’s Opinion

36. 36 “What Our Customers Said” The facilitator asked… “How many have used the APC?”… (2 out of 10). “Why haven’t you used the APC?”  “I don’t trust them…I prefer the human touch”  “There’s no tracking available at the machine...there no proof anyone received it”  “I can’t do media mail”

37. 37 Automated Postal Centers

38. 38 “What Our Customers Said” The facilitator asked…”What would get you to use it?”  “Tracking (for both APC & Click N Ship)”

39. 39  Goal  Alternate access  Reduce WTIL/Operational Cost  Market Share  Improve Customer Satisfaction.  Does the customer know the difference between a CPU and a CMRA? Contract Postal Units

40. 40 Contract Postal Units

41. 41 “What Our Customers Said” The facilitator asked… “when you see the USPS logo at businesses, what does that mean to you?”  “Basic postal services, stamps, or mailing something simple”

42. 42 Contract Postal Units

43. 43 “What Our Customers Said”  “I am afraid if I drop off a package, there will be a surcharge” The facilitator asked… “Do you know if there is a surcharge?”  “ I don’t know”

44. 44 Click-n-Ship and USPS.com

45. 45 “What Our Customers Said” The facilitator asked… “What about Click N Ship?” ‘How may are familiar with it?”  “It’s not that bad….I had had problem with carrier pickup… the package sat with the doorman for 48 hours”

46. 46 Click-n-Ship and USPS.com

47. 47 “What Our Customers Said” The facilitator asked..” How many of you have been to USPS.Com?”…(6 out of 10), “But most of you are not familiar with Click N Ship?”  “The link is buried”  “What is Click N Ship?” “It’s a cute catch word but it doesn't mean anything”

48. 48 What did we learn? ( Feedback)  What’s important to our customers and how they view us.  Our Customers do not mind a short WTIL  It is our job to know our products and services……and  To convey this knowledge in a courteous and professional manner What Did We Learn? (Feedback)

49. 49 What did we learn? ( Feedback)

50. 50 “What Our Customers Said”  “You see people walking around in the back behind the wall…” “The Wall”. If I am standing there waiting, make me happy and get someone from the back and get rid of the line especially when you have peak times at lunch or after work”

51. 51 What did we learn? ( Feedback)

52. 52 “What Our Customers Said”  “Too many schedules (mail classes) & rates… they are confusing” The facilitator asked…”What suggestion would you make regarding schedules and rates”  “Simplify!”

53. 53 What did we learn? ( Feedback)

54. 54 “What Our Customers Said”  “Don’t look at me when I walk in here like you’re doing me a favor”  “Customer Service has got to be number one for a company to survive”  “I pay for you to be here and I want to be served….with a pleasant attitude”

55. 55 Customer Solutions and Suggestions How Do We Fix It? (Solutions)  Lobby Director (greeter) to assist and explain our numerous products and services.  Simplify our products and services, and simplify the website  Use instructional videos in the lobby, multilingual pamphlets describing our products and services.  Consistent service

56. 56 Solutions and Suggestions

57. 57 “What Our Customers Said” The facilitator asked for more one suggestion to help USPS improve service

58. 58 Solutions and Suggestions

59. 59 “What Our Customers Said”  “More staffing”  “Analyze peak times and have staffing available  “Use the Lobby Director”  “Have the APC working”  “More people at the windows”

60. 60 Solutions and Suggestions

61. 61 “What Our Customers Said”  “Have a customer service desk to help explain the products and services before getting in line”

62. 62 Solutions and Suggestions

63. 63 “What Our Customers Said”  “Shorter Lines”  “Better customer service – meaning friendly, courteous and knowledgeable employees”  “More windows available”

64. 64 Educate the Customer

65. 65 “What Our Customers Said”  “Direct Mail pieces that would explain these services”  “But I want to hear it from the clerk”

66. 66 Here’s Your Challenges  Implement Staffing Tools from Technology Presentation  Earned Actual Staffing Graph  1994 WOS Scheduler  Use the 1994 Scheduler to create efficient staffing schedules at retail units  Utilization of the ground rules for WTIL Success  Manage lunch and breaks – not left up to SSA; make certain first SSA has returned before next SSA leaves the window  Lobby Directors  Promote Alternate Access Channels

67. 67 Here’s Your Challenges  Use online customer service training modules for SSA’s  Conduct or re-enforce daily coaching sessions on “What Courtesy and Professionalism is”?  Conduct Daily Huddles focusing on that day’s issue

68. 68 Here’s Your Challenges  Optimize customer awareness of all Alternate Access Channels  APC Opportunities Use of Lobby Directors and APC Hosts  CPU’s & Consignees Accurate Input of data into FDB  USPS.COM Customer Appreciation & Awareness Days

69. 69 Have Questions After the Conference? Send them to us! www.uspsretail@usps.gov