Chapter 2: Postal Operations
I. Commercial Sales
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2. CUSTOMER SERVICE EXCELLENCE TRAINING
During 2002, Business Service Network Headquarters and field personnel received comprehensive training to improve their communications and relationships with our managed National and Premier customers. Providing excellent customer service improves customer satisfaction and leads to revenue stability.

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Chapter 2 Table of Contents

A.  Public Perceptions, Customer
     Outreach and Mailer Liaison

B.  Product Development

C.  International Mail

D.  Mail Volume and Service
     Performance

E.  Mail Distribution

F.  Delivery Unit Operations

G.  Stamp Services

H.  Licensing Program

I.  Commercial Sales

J.  Retail Programs:
     Building the Core

K.  Pricing and Classification

L.  Marketing Technology and
     Channel Management

M. The Internet:
     Transforming the Way We Connect
      with Our Customers

N.  Technology

O.  Operations Planning

P.  Financial Management