Communications

Introduction

Here is a brief description of some of the contents of the Field Implementation Kit that are designed to help you effectively communicate the price and product changes to employees and customers. Note: This kit does not contain information on the changes to Periodicals mail scheduled for implementation July 15.

Quick Tips for Retail Units — Getting Prepared for Price Implementation

Useful tips are outlined for preparing your staff, your office, your customers, and most of all, you, for the upcom­ing implementation. Also included are retail rate implemen­tation action items and checklists for Retail Operations, Alternate Access Channels, Vending, Stamps by Mail, and IRTs.

Stand-up Talks

Several stand-up talks are provided for postmasters and supervisors to use when preparing to talk to employ­ees. The talks are designed to address impacts specific to employee groups. The better we communicate with our employees, the easier the transition will be.

Stand-up talks should be delivered as soon as possible, especially those talks directed to employees with frequent contact with customers. The talks address the following functional areas:

• Managers and administrative employees.
• Retail associates.
• Bulk mail center and auxiliary facilities employees.
• Business mail entry employees (including mailpiece design analysts).
• Clerks, mail handlers, city carriers, and rural carriers at delivery units.
• Processing and distribution clerks and mail handlers.
• International Service Center employees.

Fact Sheets and Frequently Asked Questions

The kit provides fact sheets for all classes of mail, extra services and other fees, and international mail. The fact sheets answer questions that could arise from customers and explain the changes in detail. The frequently asked questions (FAQs) and answers are intended to help you respond to customers and employees.

Letter Templates

The kit contains sample letter templates to use when corresponding with customers. You may use the text to develop your own localized letters or handouts. Words in bracketed italics should be deleted and replaced with cus­tomized information specific to your office, customers, and needs.

Phone Script/Talking Points — Responding to Customer Questions

The Phone Script/Talking Points is another useful tool that can be used by postmasters, Consumer Affairs man­agers, and others when responding to customer questions and concerns. Keep a copy near every telephone in your office.

Tools and Resources

Tools and resources include informational DVDs, webi­nar schedules, and other helpful information on the upcom­ing changes. This information is listed by employee group for your convenience. Also, a list of current district rate implementation coordinators is provided. Rate implemen­tation coordinators are an excellent resource to help answer questions on the changes.