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Introducing Notice 4314-C, We Want To Know

Overview

Beginning April 29, 2002, the Postal Service will say goodbye to an antiquated, manual consumer-feedback process and phase in a more aggressive, automated process - Notice 4314-C, We Want To Know (see cover), or WWTK for short. WWTK replaces PS Form 4314-C, Consumer Service Card, and promotes several different immediate methods for customers to contact the Postal Service:

• Speaking to our postmaster/management staff.

• Calling 800-ASK-USPS (275-8777).

• Visiting www.usps.com.

The notice should be prominently displayed in all Post Office lobbies and made available to customers as a "take one." By making it easier for customers to reach us we can more quickly assist them with concerns, suggestions, and inquiries.

Ordering Information

Please note that you should continue to deplete current supplies of PS Form 4314-C, then remove them from lobbies, dispose of them, and replace them with Notice 4314-C, according to the Area phase-in schedule below. Please adhere to the ordering date for your area as shown below.

You can order Notice 4314-C by one of the following means:

• Touch Tone Order Entry: Call 800-332-0317, choose option 1, then option 2.

• cc:Mail: Send an F3Fill-completed PS Form 7380, MDC Supply Requisition, to MDC Customer Service at TOKS001L.

• Mail: Mail a completed PS Form 7380 to the MDC at the following address:

SUPPLY REQUISITIONS
MATERIAL DISTRIBUTION CENTER
500 SW GARY ORMSBY DR
TOPEKA KS 66624-9702

The relevant ordering information for Notice 4314-C is as follows:

PSN: 7610-05-000-4859
PSIN: NOT4314C
Unit of Issue: PG (250 per pack)
Price: $2.01
Edition Date: March 2002
Quick Pick Number: 239

Standard Operating Procedures - Field Specific

Notice 4314-C, We Want To Know (WWTK), replaces PS Form 4314-C, Consumer Service Card. The new notice offers customers multiple options for contacting the United States Postal Service and will be available in all retail lobbies as a "take one" for customers. Notice 4314-C clearly provides the following options:

• Speaking to our postmaster/management staff.

• Calling 800-ASK-USPS (275-8777).

• Visiting www.usps.com.

Local Post Office personnel can expect to receive and resolve local customer issues from the following avenues:

• Person-to-person contact at retail counters.

• Telephone calls directly to the local Post Office.

• Issues received from the District Consumer Affairs office.

• Issues retrieved from POMS (Post Office Messaging System).

• Issues generated from www.usps.com and forwarded from the District Consumer Affairs office.

Processing an issue received from person-to-person contact or telephone call directly to the local Post Office

• The customer discusses the issue with the retail clerk and if unable to assist the customer, the clerk refers the customer to the postmaster/management staff.

• Speak to the customer in a calm and professional manner to ascertain the nature of the issue.

• Provide immediate resolution when possible or provide a specific timeframe when the customer can expect a follow-up response.

• Resolve all person-to-person and telephone contacts within 14 calendar days.

Processing an issue received from 800-ASK-USPS

• Local Post Offices that are served by the contact centers (previously called call centers) will continue to retrieve service-related issues via POMS and resolve their issues as previously instructed in the Corporate Contact Management Partnership Agreement. Issues received via POMS are to be closed within 48 hours.

• Local Post Offices that are not served by the contact centers will receive their issues from their local Consumer Affairs office. The issues will be resolved in accordance with the Consumer Affairs Issue Resolution SOP.

Processing an issue received from www.usps.com

1. Service issues received via www.usps.com are forwarded to the respective Consumer Affairs office for resolution.

2. Local Consumer Affairs offices will resolve the service issues in accordance with the Consumer Affairs Issue Resolution SOP.

3. Initial contact and resolution should occur within 24 hours.

Issue escalation process

For customers who are dissatisfied with the options provided on Notice 4314-C, you can offer the following additional options once you have made every effort to assist the customer.

• Provide the customer with the phone number to the local District Consumer Affairs office.

• Advise the customer to write a letter to

CONSUMER ADVOCATE
US POSTAL SERVICE
475 L'ENFANT PLZ SW RM 5801
WASHINGTON DC 20260-2200

Service Talk - We Want to Know (WWTK)

Purpose

Customer satisfaction is a key element in maintaining our strategic position in the ever-increasing competitive market place. Notice 4314-C, We Want To Know, was developed to promote three primary methods for customers reaching the USPS:

• Speaking to our postmaster/management staff.

• Calling 800-ASK-USPS (275-8777).

• Visiting www.usps.com.

Implementation

• Remove PS Form 4314-C, Consumer Service Card.

• Display new Notice 4314-C in racks at all lobby writing tables in all Post Offices

• Assist customers at local Post Office (retail clerks or postmaster/management).

Employee Role

Each employee plays an important role in implementing this new initiative. As the first point of contact you have the opportunity to assist our customers with their concerns. If you need help with a customer's concern, consult with postmaster/management staff or make them available to the customer. Should a customer want to escalate his/her matter to a higher level, provide the number to the local Consumer Affairs office for further assistance.

Goals

• Make it easier for customers to reach us.

• Promote our web site and our 800-ASK-USPS number.

• Capture near real-time recording of customer complaints.

• Increase customer satisfaction.

• Realize savings from reduced data entry workload.

Thank you for giving our customers the highest level of personal attention and service. Keeping friends for the Postal Service is the key to our existence and it takes everyone, everywhere, doing their very best every day to accommodate the needs of our customers.

Revisions to Manuals, Handbooks, and Publications

Effective April 4, 2002, the following manuals, handbooks, and publications are revised:

• Administrative Support Manual (ASM)

• Domestic Mail Manual (DMM)

• Postal Operations Manual (POM)

• Handbook AS-813, Postmaster Tracking System User Guide

• Handbook M-39, Management of Delivery Services

• Handbook PO-102, Self Service Vending Operational and Marketing Program

• Handbook PO-208, Retail Operations - Focus on Retail

• Handbook PO-250, Consumer Answer Book

• Publication 211, FCPC Self-Service Guide

We will incorporate these revisions into the next printed editions of all referenced materials and into the online versions, available on the corporate intranet at http://blue.usps.gov/cpim.

Administrative Support Manual (ASM)

* * * * *

3 Communications

* * * * *

35 Records and Release of Information

351 Records

* * * * *

351.2 Retention

* * * * *

Exhibit 351.21 Retention Periods for Post Office

Forms

* * * * *

[Delete "4314-A Consumer Service Card (Spanish) 1 yr *5*."]

[Delete "4314-C Consumer Service Card 1 yr."]

* * * * *

Appendix - Privacy Act System of Records

* * * * *

C Privacy Act Systems of Records

* * * * *

USPS 070.040

* * * * *

Categories of Records in the System

[Delete "and Consumer Service Cards" from the second sentence as follows:]

***Includes any general correspondence about individual's complaints/inquiries.

* * * * *

Directives and Forms Index

Forms

* * * * *

[Delete "4314-A Consumer Service Card (Spanish) Exhibit 351.21."]

[Delete "4314-C Consumer Service Card Exhibit 351.21."]

* * * * *

Domestic Mail Manual (DMM)

* * * * *

G General Information

G000 The USPS and Mailing Standards

G010 Basic Business Information

G011 Post Offices and Postal Services

* * * * *

3.0 CONSUMER COMPLAINTS AND INQUIRIES

[Revise the second sentence as follows:]

***A complaint or inquiry may be made in person, by telephone, by e-mail, or by letter.***

* * * * *

I Index Information

I000 Information

* * * * *

I020 References

I021 Forms Glossary

* * * * *

[Change "4314-A Consumer Service Card (Spanish)" to "Notice 4314-A We Want to Know (Spanish)."

[Change "4314-C Consumer Service Card (English)" to "Notice 4314-C We Want to Know (English)."

* * * * *

Postal Operations Manual (POM)

1 Retail Management

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16 Consumer Services

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163 Source of Complaints

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[Delete items a and b. Reletter existing items c-f as new items a-d.]

[Revise new item a as follows:]

a. Personal contact, telephone, e-mail, and fax.

164 Responsibility

164.1 Headquarters Management

[Revise text in 164.1 as follows:]

Headquarters Consumer Affairs is responsible for establishing requirements and measuring compliance with complaint handling and complaint resolution procedures contained in Management Instruction PO-250-93-2, Complaint Resolution and Proper Use of the Notice 4314-C, We Want to Know.

* * * * *

164.4 Postmasters and Station or Branch Managers

[Revise 164.4 as follows:]

Postmasters and station or branch managers must also do the following:

a. Ensure that their offices comply with comment and complaint resolution procedures.

b. Ensure that all employees coming in contact with the public on a regular basis (e.g., retail clerks, city and rural carriers, supervisors, installation managers) have available at their workstations enough Notice 4314-C, We Want To Know, for customers.

c. Prominently display Notice 4314-C in lobbies and box sections, business mail entry units, and other customer service areas at all times.

d. Maintain one or more customer complaint logs (see Exhibit 165.3).

e. Investigate and take corrective action to resolve complaints by contacting and working with other functional areas of the Postal Service, if necessary, to resolve customer complaints.

f. Establish and maintain a complaint file.

Note: Other postal employees, especially retail clerks, are to provide the customer with a Notice 4314-C or refer the customer to the appropriate functional area.

165 Procedures

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165.3 Maintaining Customer Complaint Control Log

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[Delete item f. Reletter existing items g-k as new items f-j.]

* * * * *

165.4 Complaint Resolution

165.41 Complaints Resolved Immediately

[Delete the second sentence of 165.41.]

165.42 Further Investigation Required

[Replace the text in 165.42 with the following:]

When local postal management cannot resolve a complaint or comment, the employee provides the customer with a Notice 4314-C, We Want to Know. The customer then can choose from the three options on 4314-C.

165.5 Processing Complaints

165.51 Complaints Made in Person

[Replace the text in 165.51 with the following:]

When local postal management cannot resolve a complaint or comment, the employee provides the customer with a Notice 4314-C, We Want to Know. The customer then can choose from the three options on 4314-C.

165.52 Processing a Written Complaint

[Replace the text in 165.52 with following:]

Transfer all vital information from the customer's letter to the customer complaint control log.

165.53 Processing a Complaint Made by Telephone

[Replace the text in 165.53 with the following:]

Document all vital information of the customer's complaint in the customer complaint control log.

[Delete 165.6.]

* * * * *

[Renumber existing 165.7 and 165.8 as new 165.6 and 165.7, respectively.]

166 Right of Appeal

166.1 Dissatisfied Customers

[Revise 166.1 as follows:]

Advise dissatisfied customers that using the methods on Notice 4314-C, We Want To Know, doesn't exhaust their opportunity to have the Postal Service consider their complaints and that they may also address their complaints in writing directly to:

CONSUMER ADVOCATE
U S POSTAL SERVICE
475 L'ENFANT PLAZA SW RM 5801
WASHINGTON DC 20260-2200

* * * * *

167 Customer Contact Guidelines

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167.2 Receiving Complaints

167.21 In Person

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[Delete item c. Reletter existing item d as new item c.]

167.22 By Telephone

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[Delete item g.]

167.23 By Fax

* * * * *

[Delete item b.]

[Revise title and text of 167.24 as follows:]

167.24 By Letter

* * * * *

[Delete items a and b.]

167.3 Responding to Customer Comments and Complaints

* * * * *

167.32 In Person

* * * * *

[Delete item c.]

167.33 By Telephone

* * * * *

[Delete item c.]

167.34 By Letter

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[Delete item e. Reletter existing item f as new item e.]

168 Measurement of Effectiveness and Benefits

168.1 Effectiveness

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[Revise item c as follows:]

Periodic reports from the Consumer Affairs Tracking System.

* * * * *

169 Other Consumer Services

169.1 General

[Revise 169.1 as follows:]

Report of Postal offenses and requests for information regarding the mistreatment of mail are handled as outlined in the following sections.

169.2 Reporting Postal Offenses

[Delete the first sentence of 169.2.]

* * * * *

169.5 Form 1510, Mail Loss/Rifling Report

169.51 General

[Revise 169.51 as follows:]

If a consumer alleges loss, nonreceipt, or theft of mail, or that mail appears to have been tampered with, complete a Form 1510, Mail Loss/Rifling Report.

* * * * *

Handbook AS-813, Postmaster Tracking System User Guide

* * * * *

Postmaster Tracking System Access

CIS Main Menu

* * * * *

[Change "18. Consumer Service Card" to "18. We Want to Know."]

* * * * *

Handbook M-39, Management of Delivery Services

* * * * *

Chapter 2 Mail Counts and Route Inspections

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23 Conducting the Route Inspection

* * * * *

234 Record and Evaluation

234.1 Letter Routes

* * * * *

234.13 Completing Lower Half of Form 3999

* * * * *

[Revise (12)(d) as follows:]

(d) Notice 4314-C, We Want to Know

* * * * *

Handbook PO-102, Self Service Vending Operational and Marketing Program

* * * * *

8 Handling Customer Complaints, Claims, and Refunds

[Replace the headings and text in 81 with the following:]

81 Guidelines for Handling Complaints

811 General

Customers may submit complaints, such as equipment malfunction, loss of money or stamps, or empty equipment, in person, by telephone, by mail, or by e-mail. Employees record complaints concerning vending refunds on PS Form 5445, Stamp Vending Machine Refund Request (Exhibit 811). PS Form 5445 is used to process and document the refund process, provide a receipt to the customer, and provide written proof of the refund itself for use by vending servicing employees in periodic credit examinations. If the customer initiates a complaint in person, the customer fills out and signs the unshaded portion of the form. If the customer makes the complaint by telephone, mail, or e-mail, the employee accepting the complaint fills out the unshaded portion of the form and signs in the "Sign Here" block.

In addition, customer vending complaints will come from the We Want to Know program (Notice 4314-C, We Want To Know). The WWTK program receives complaints, records them, documents their status, and processes them to specific locations for resolution. Customers can initiate complaints in person at the Post Office, by telephone at 800-ASK-USPS, or by visiting www.usps.com.

812 Vending Refunds - Guidelines for Recording Vending Refunds on PS Form 5445

Record all customer claims for losses of money and/or stamps for any reason, including malfunctioning and/or empty vending equipment, on PS Form 5445, Stamp Vending Machine Refund Request (Exhibit 811).

812.1 Person Completing PS Form 5445 Completes Unshaded Portion

a. "Name"

b. "Address"

c. "Daytime Phone No."

d. "Amount of Loss"

e. "Date of Loss" (if the request is other than in person, the date, if unknown, will be the date of the telephone call, e-mail, or letter requesting a refund).

f. "Time of Loss" (If the request is other than in person, the time, if unknown, will be the time of the telephone call, e-mail, or letter requesting a refund.)

g. "Machine ID" (A six-digit number on the front of the vending machine)

h. "What happened?"

1. "Did not receive product"

2. "Incorrect change given"

3. "Did not register/jammed"

4. "No change given"

5. "No credit shown"

6. "Money not returned"

7. "Currency Lost"

8. "Coin Lost"

9. "Credit/Debit Lost"

10. "Other"

i. "Comments"

j. "SIGN HERE" (The customer or the person completing the unshaded portion of the form.)

k. "Date Signed." (Date that the person signed the unshaded portion of the form.)

812.2 Sales and Services Associate (SSA) or Other Employee Providing Refund Completes "For Postal Service Use" Shaded Portion

a. "Paid by" (Printed name of Postal Service employee making the payment.)

b. "Date" (Date that the payment is made to the customer.)

c. "Action Taken"

1. "Paid"

2. "Not Paid"

3. "Cash"

d. "Call Date" (Date that the call was made for approval of the refund.)

e. "Call Time" (Time that the call was made for approval of the refund.)

f. "Amount Paid" (Limit is $40.)

g. "Supervisor Initials" (Required for amounts more than $20.)

h. "Sales and Services Associate Signature"

i. "Vending Employee Signature"

82 Refunding Money to Customers

[Revise 82 as follows:]

Vending refunds are made in cash. If a vending refund is to be mailed, a no-fee postal money order must be used.

821 Complaints Registered in Person

821.1 Acceptance

[Revise 821.1 as follows:]

An SSA may accept complaints from customers and pay refunds involving no-vend claims, unless the servicing person is available. Prior to resolution, the SSA or supervisor verifies the complaint by the following procedures:

a. Accompanies the customer to the self service vending machine.

b. Examines for:

(1) Items caught in the dispensing area of the machine.

(2) Customer not understanding correct machine operation.

821.2 Resolution

[Revise the heading and text of 821.21 as follows:]

821.21 By Sales and Services Associate (SSA)

If the machine is not functioning properly, the SSA performs the following procedures:

a. Place Label 6, Vending Equipment Out of Order, on the malfunctioning machine.

b. Immediately notify the vending servicing employee or the supervisor.

c. Ask the customer to fill out the unshaded portion of PS Form 5445, Stamp Vending Machine Refund Request (see 811).

d. Review PS Form 5445 for completeness of customer information including the customer's signature.

e. Complete the shaded portion of PS Form 5445 ("For Postal Service Use") filling in his or her name, the date, and the action taken. Include the amount paid. Sign the form where indicated. Obtain the supervisor's initialed approval for refunds of more than $20.

f. Reimburse the customer's loss with cash. If the customer wants to purchase a product, process and record that as a separate transaction after the cash refund transaction is completed.

Note: A supervisor must approve refunds of more than $20.00.

g. Give sheet 2 (customer copy) to the customer as a vending refund receipt.

h. Retain the original (sales and services associate/vending employee copy) to use as a receipt to the vending service employee for their reimbursement of the SSA credit after the SSA has paid a vending refund. In this situation the SSA will retain the original PS Form 5445 in their cash credit until reimbursement by a vending servicing employee. The SSA will increase their cash retained by the collective amount of all PS Forms 5445 until vending servicing employee reimbursement occurs.

i. Exchange PS Form 5445 (original copy) for cash with the vending servicing employee.

[Revise heading and text of 821.22 as follows:]

821.22 By Vending Servicing Employee

The vending servicing employee resolves the complaint as follows:

a. If the no-vend complaint is verified, issue a refund to the customer. That refund will be in cash. If the customer wants to purchase a product, process and record that as a separate transaction after completing the cash refund transaction.

b. If the no-vend complaint cannot be verified, follow these procedures:

(1) Ask the customer to fill out the unshaded portion of PS Form 5445, Stamp Vending Machine Refund Request (see 811).

(2) Review PS Form 5445 for completeness of customer information including the customer's signature.

(3) Complete the shaded portion of PS Form 5445 ("For Postal Service Use") filling in employee name, the date, and the action taken. Include the amount paid. Sign the form where indicated.

(4) Reimburse the customer's loss with cash. If the customer wants to purchase a product, process and record that as a separate transaction after completing the cash refund transaction.

(5) Forward sheet 2 (Customer Copy) to the customer as a vending refund receipt.

(6) Retain the original (sales and services associate/vending employee copy) as a record of the transaction for future credit examinations.

822 Complaints Registered by Telephone

822.1 Acceptance

[Revise 822.1 as follows:]

The employee accepting the complaint does the following:

a. Record the complaint on the unshaded portion of PS Form 5445, Stamp Vending Machine Refund Request (see 811).

b. Inform the customer that a refund will be mailed after the vending servicing employee processes the request for a refund.

c. Forward both copies of PS Form 5445 to the vending servicing employee for payment to the customer.

822.2 Resolution

[Revise 822.2 as follows:]

Upon receipt of PS Form 5445, Stamp Vending Machine Refund Request, the vending servicing employee follows these procedures:

a. Fill out and sign the shaded portion of PS Form 5445 ("For Postal Service Use").

b. Dispatch the vending refund using a no-fee postal money order, together with sheet 2 (customer copy) of PS Form 5445, the next regular mail delivery day.

c. Retain the original (sales and services associate/vending employee copy) for inclusion in the credit examination.

d. Investigate the complaint as soon as possible.

823 Complaints Registered by Mail

823.1 Acceptance

[Revise 823.1 as follows:]

The employee accepting the complaint sent in the mail does the following:

a. Complete the unshaded portion of PS Form 5445, Stamp Vending Machine Refund Request ("For Postal Service Use") (see 811).

b. Forward both copies of PS Form 5445 to the vending servicing employee for payment to the customer.

823.2 Resolution

823.21 By Servicing Person

[Revise 823.21 as follows:]

Upon receipt of PS Form 5445, Stamp Vending Machine Refund Request, the vending servicing employee will follow these procedures:

a. Fill out and sign the shaded portion of PS Form 5445 ("For Postal Service Use").

b. Dispatch the vending refund using a no-fee postal money order, together with sheet 2 (customer copy) of PS Form 5445, the next regular mail delivery day.

c. Retain the original (sales and services associate/vending employee copy) for inclusion in the credit examination.

d. Investigate the complaint as soon as possible.

823.22 By Postmaster or Designee

The postmaster or designee may answer a written complaint by telephone or in writing. If the complaint requires a refund, the written response may include the refund.

* * * * *

83 Resolving Other Complaints

[Revise 83 as follows:]

The vending servicing employee must resolve all other complaints regarding self service vending equipment. For such complaints, including selection varieties, types of vending equipment, cleanliness of equipment, etc., vending servicing personnel must bring any action required for resolution to the attention of the supervisor for appropriate action.

[Delete 84.]

[Renumber existing 85 as new 84. Revise text of new 84 as follows:]

84 Retaining Complaint Records

The vending servicing person retains the completed originals (sales and services associate/vending employee copy) of the PS Form 5445, Stamp Vending Machine Refund Request, for the credit examination. The forms are attached to the credit examinations and retained for a period of 2 years.

[Delete 86.]

* * * * *

Exhibit 811 - PS Form 5445, Stamp Vending Machine Refund Request

Handbook PO-208, Retail Operations - Focus on Retail

* * * * *

5 Unit Performance

51 Voice of the Customer - Measuring Quality of Service

* * * * *

512 Evaluation

* * * * *

[Revise item c as follows:]

c. PS Notice 4314-C, We Want To Know.

[Delete item d. Reletter existing items e-g as new items d-f.]

[Replace the headings and text of 53 with the following:]

53 Consumer Service Notice

531 General

The We Want To Know (WWTK) program uses Notice 4314-C, We Want To Know. That replaces PS Form 4314-C, Consumer Service Card, and can be used by a customer to make suggestions, request information, convey compliments, or report problems. A supply of those forms should be available in your lobbies for your customers. Customers use the WWTK program by appearing in person at the Post Office, calling 800-ASK-USPS, or visiting www.usps.com. You may request a report representing the information gleaned from the use of the WWTK program from your District Consumer Affairs manager at the end of every postal quarter.

* * * * *

6 Customer Focus

* * * * *

62 Consumer Affairs

* * * * *

[Replace the headings and text of 623 with the following:]

623 Notice 4314-C, We Want To Know

623.1 General

Notice 4314-C, We Want To Know, is for customers to report suggestions, information requests, problems, or compliments to the Postal Service by speaking to management staff in person, calling 800-ASK-USPS, or visiting www.usps.com.

* * * * *

65 Refunds

651 Self Service Vending

[Revise 651 as follows:]

When a self service vending machine malfunctions or denies a customer a cash return or product purchase, the vending servicing employee and the sales and services associate will follow these procedures:

a. If the no-vend complaint is verified, issues a refund to the customer. The refund will be in cash. If the customer wants to purchase a product, process and record that as a separate transaction after completing the cash refund transaction.

b. If the no-vend complaint cannot be verified, the vending servicing employee will:

1. Ask the customer to complete the nonshaded portion of PS Form 5445, Stamp Vending Machine Refund Request.

2. Review PS Form 5445 to ensure all information is complete, including the customer's signature.

3. Complete the shaded portion of PS Form 5445 ("For Postal Service Use"). Complete employee name, date, the action taken, and the amount paid and sign the form.

4. Reimburse the customer with cash. If the customer wants to purchase a product, process and record that as a separate transaction after completing the cash refund transaction.

5. Give sheet 2 (customer copy) to the customer as a vending refund receipt.

6. Retain the original (sales and services associate/vending employee copy) as a record of the transaction for future credit examinations.

c. A sales and services associate may accept complaints from customers and pay cash refunds involving no-vend claims if the servicing person is not available. In that situation the sales and services associate retains the original PS Form 5445 in the cash credit until a vending servicing employee can reimburse. The sales and services associate will increase the cash retained by the collective amount of all PS Forms 5445 until a vending servicing employee can reimburse.

d. If a customer experiences a malfunction in operating a vending machine, a sales and services associate will follow these procedures:

1. Accompany the customer to the self service vending machine and examines for items caught in the dispensing area of the machine.

2. Determine if the customer understands the correct machine operation.

3. If the machine is not functioning properly, place Label 6, Vending Equipment out of Order, on the malfunctioning machine.

4. Immediately notify the vending servicing employee or supervisor.

5. Follow steps 1 through 6 above to reimburse the customer.

For more on self service vending refunds, see Handbook PO-102, Self Service Vending Operational and Marketing Program, Chapter 8, Handling Customer Complaints, Claims, and Refunds.

* * * * *

7 Lobby Management

74 Retail Products and Services

* * * * *

741 Forms/Labels

* * * * *

[Revise item e as follows:]

e. Notice 4314-C, We Want To Know

[Revise item f as follows:]

f. PS Form 5445, Stamp Vending Machine Refund Request

* * * * *

Handbook PO-250, Consumer Answer Book

* * * * *

5 General Information

* * * * *

[Replace the heading and text of 5-6 with the following:]

5-6 Notice 4314-C, We Want to Know

Effective April 2002, Notice 4314-C, We Want to Know, replaces PS Form 4314-C, Consumer Service Card. Notice 4314-C makes it easier for our customers to reach the Postal Service and move away from a manual to an electronic capture of customer complaint data. It promotes three primary methods for contacting the Postal Service: (1) speaking in person, (2) calling 800-ASK-USPS, and (3) visiting www.usps.com.

Postmasters and station and branch managers should follow instructions in Postal Bulletin 22073 (4-4-02), which describe the process. However, each employee plays an important role in the success of this program. As the first point of contact, you have the opportunity to assist our customers with concerns. If you need help with a customer's concern, consult postmaster/management staff or make them available to the customer. Should a customer want to escalate his or her matter to a higher level, provide the number to the local consumer affairs office for further assistance.

* * * * *

Publication 211, FCPC Self-Service Guide

* * * * *

5 Accounting for FIRSTCLASS PHONECARDS

* * * * *

5-5 When You Reimburse Customers

Listed below are the procedures for the vending servicing employee and the sales and services associate to follow if a phone card does not vend:

a. If the no-vend complaint is verified, issue a refund to the customer. The refund will be in cash. If the customer wants to purchase a product, process and record that as a separate transaction after completing the cash refund transaction.

b. If the no-vend complaint cannot be verified:

1. Ask the customer to fill out the nonshaded portion of PS Form 5445, Stamp Vending Machine Refund Request (see Handbook PO-102, Self Service Vending Operational and Marketing Program, Chapter. 8, Handling Customer Complaints, Claims, and Refunds).

2. Review PS Form 5445 to ensure all information is complete, including the customer's signature.

3. Complete the shaded portion of PS Form 5445 ("For Postal Service Use"). Fill in name, date, action taken, and amount paid, and sign the form.

4. Reimburse the customer with cash. If the customer wants to purchase a product, process and record that as a separate transaction after completing the cash refund transaction.

5. Give sheet 2 (customer copy) to the customer as a vending refund receipt.

6. Retain the original (sales and services associate/vending employee copy) as a record of the transaction for future account examinations.

c. Claims for phone card refunds can be made only in person. Do not accept phone requests for refunds.

d. A sales and services associate may accept complaints from customers and pay refunds involving no-vend claims if the servicing person is not available. In that situation the sales and services associate will retain the original PS Form 5445 in the cash credit until the vending servicing employee can reimburse. The sales and services associate will increase the cash retained by the collective amount of all PS Forms 5445 until the vending servicing employee can reimburse.

e. Listed below are procedures that a sales and services associate should follow if a customer wishes to return a phone card that was purchased by mistake from a vending machine (i.e., an incorrect product) or if the machine is not functioning properly:

1. Accompany the customer to the self service vending machine and examine for items caught in the dispensing area of the machine.

2. Determine if the customer understands the correct machine operation.

3. If the machine is not functioning properly, place Label 6, Vending Equipment Out Of Order, on the malfunctioning machine.

4. Immediately notify the vending servicing employee or your supervisor.

5. Follow steps 1 through 6 above to reimburse the customer.

For more on self service vending refunds, see Handbook PO-102, Self Service Vending Operational and Marketing Program, Chapter 8, Handling Customer Complaints, Claims, and Refunds.

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7 Questions and Answers

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Refunds

Q: Can customers get a refund for FIRSTCLASS PHONECARDS?

A: Yes - If they purchase an incorrect product from a machine they can get a refund by filling out a PS Form 5445, Stamp Vending Machine Refund Request, provided by either the vending servicing employee if available, or a sales and services associate at the retail window.

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- Consumer Affairs Operations,
Consumer Advocate, 4-4-02