LIVERMORE, CA — In the beautiful city of Livermore, a remarkable story of dedication and leadership in customer service is unfolding at the local postal service. Felix Ng, a seasoned supervisor with over 40 years of experience in the postal industry, has been instrumental in leading a team that recently achieved an extraordinary feat – five consecutive perfect scores in Retail Customer Experience (RCE), aka Mystery Shopper. 

Ng's journey in the Postal Service has been marked by relentless dedication and a passion for excellence. Over the past six years in Livermore, he has overseen 14 clerks across two buildings and four contract stations. His leadership style, grounded in a unique training approach, has been pivotal in achieving these remarkable scores. 

The key to their success, as Ng reveals, lies in his focus on comprehensive hazmat knowledge, adherence to perfect transaction practices, and a meticulous attention to customer wait times. His innovative approach ensures that lines remain short, and customers leave satisfied. Ng instills in his team the importance of treating every interaction as a potential mystery shop, thereby maintaining consistently high service standards and RCE scores. 

“I feel a deep sense of pride and honor for my great staff,” says Ng. “They diligently follow Postal regulations and policies, upholding and delivering on our brand's promise. One of the core principles of the PMG’s Delivering for America 10-Year Plan is to have a more stable and empowered workforce, at Livermore we embody that.” His advice to other offices is straightforward yet powerful – stay positive, be supportive, and treat everyone, including customers, with dignity and respect. 

Ng's love for his job is evident in his daily interactions with employees and customers. His management style reflects his passion, characterized by personal gestures of appreciation. He makes it a point to thank each employee at the end of their shift and starts each day with a warm smile and a keen eye for their well-being. To acknowledge their hard work, Ng often provides refreshments and shares detailed accounts of their achievements. 

Livermore Post Office stands as a testament to the remarkable impact of effective leadership, spearheaded by Livermore Postmaster Harminder Hundal, and a committed team in delivering exceptional customer service. It’s a narrative that not only celebrates individual accomplishment but also underscores the importance of teamwork, respect, and dedication in the quest for service excellence for every customer that steps foot in Livermore. 

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