Field Information Kit: Delivery Done Right

DELIVERING A POSITIVE CUSTOMER EXPERIENCE logo

USPS® is launching Delivery Done Right — the third phase of the Customer Experience Essentials program. It’s part of the Delivering a Positive Customer Experience ini­tiative to improve customer service in telephone courtesy, customer retail visits, accurate mail delivery, and business mail entry.

Delivery Done Right emphasizes that all employees are responsible for delivering the mail safely and accurately — and making sure it’s scanned when appropriate. “When employees verify the name and address is correct on the mailpiece, the right mail is placed in the right mailbox,” said Consumer and Industry Affairs Vice President Maura Robinson.

Customers expect the Postal Service™ will deliver mail correctly, with proper delivery attempts for parcels or mail­pieces requiring signatures. And, they expect to be able to track mail as it’s scanned during processing.

“When mail is delivered correctly — when delivery is done right — customers have confidence in us,” said Rob­inson. “And, their overall customer experience is a positive one.”

Included in this Field Information Kit to support the Delivery Done Right essential is the following:

n A stand-up talk for all employees.

n A poster to be placed in retail unit employee zones (see page 5).

n A video for all employees: http://ipchecker/USPSTV/DeliveryDoneRight.wmv .

n A downloadable dvd: http://eagnmnsg55a/USPSTV_2/DVD/DeliveryDoneRight.zip.