A message from the Acting District Manager Julie Gosdin

Almost everyone has a great customer experience story.  And, almost everyone has a poor customer experience story.  If you were asked, “What kind of customer experience do you provide,” how would you answer that question?

Each of us has a responsibility to uphold the Postal Service brand in a positive light, regardless of our job title.  Many of us do not work with our external customers, but we work with our internal customers—other Postal Service employees, every day.  What kind of customer service experience are we providing each other?  Are we responsive and take ownership when we get a phone call or an email asking for assistance or information?  Are we timely with completing and submitting necessary suspense items?

For our external customers, the Postal Service has a lot of measurement processes in place that let us know what kind of customer experience we are providing.  And right now, those measurements are not reflective of the kind of customer service I know Dallas District employees can provide.  When mail is misdelivered or not scanned appropriately, when customers have to wait more than five minutes to be serviced at our retail counters and when we do not immediately contact our customers who have submitted concerns and work to provide a timely resolution, we are not providing a great customer experience.

I would like every employee in the Dallas District to ask themselves, “What kind of customer experience am I providing?”  If you can answer that question in a way that makes you Dallas Proud, thank you very much!  If your response to that question is not positive, then please take a moment to think about what one thing you can do today to change that answer, and then do it.  Every day, make a conscious decision to provide a great customer experience to all your customers; internal and external.  The Dallas District will be better for it and our customers will reap the benefits.