421 PSE Window training
Study online at https://quizlet.com/_c5kfz3
1. Mission Statement: Provide a reliable, efficient, trusted and affirdable universal delivery service that
connects people and helps businesses grow
2. Vision Statement: A postal service that enables all citizens to connect, businesses to grow and communities
to thrive in a digital world
3. Size & scope: As a self-supporting, independent federal agency, the USPS is the ONLY delivery service that
reaches every address in the nation
4. Does the Postal service accept tax dollars?: No
5. How does the USPS pay for operating expenses: Sale of postage, products, and services
6. Postal Service core set of enduring goals: Deliver High Quality Services, Provide world-class
customer experience, ensure safe workplace and an engaged workforce
7. What agency has been consistently been rated as the #1 agency Americans
trust to protect their privacy: The Postal Service
8. What are the issues related to security and sanctity of the mail: Theft, Destruction or
damage of mail, delay of mail, opening
9. US Postal Inspection Service: Protects mail system- investigates postal offenses and postal related civil
matters
10. Who empowered the US Postal Inspection Service?: Congress
11. Who is the primary law enforcement arm of the Postal Service: USPIS- US Postal
Inspection Service
12. Office of Inspector General: Money-theft from employees- maintains the integrity and accountability
of America's postal service, it's revenue and assets, and it's employees
13. Functional Purpose: Providing service in a way that delivers a world-class customer experience before
and after the sale in order to drive repeat business, customer loyalty, and revenue
14. Postmasters & Managers: Manage the daily operations in the post office and are business leaders and
community anchors
15. Delivery Supervisors: Make sure that mail is processed and dispatched as required
16. Customer Service supervisor: Responsible for making independent, personal observations of SSAs
interactions with customers to ensure they are performing all aspects of their duties as instructed
17. LSSA: Lead Sales and Services Associate
18. LSSA responsibilities: Maintains a comprehensive working knowledge of regulations ruling, policy, and
procedures relating to all phases of retail services
1/6
, 421 PSE Window training
Study online at https://quizlet.com/_c5kfz3
19. Lobby Assistant: Uses mPOS device and help customers identify mailing needs, ensuring customers
complete required forms before they reach the window and answering customer questions
20. SSDA: Sales and services distribution associate
21. SSDA duties: Support back office distribution functions and act as Lobby Assistant
22. SSA: Sales and services Associate
23. SSA duties: Ensure correct processes are followed and customer needs are met. Create customer-centric
environment to drive repeat business, customer loyalty, and revenue
24. Six retail moments that matter: 1. Deliver your 1st impression
2. Act with Courtesy and Urgency
3. Keeping it Clean
4. Delivering the Pride Inside
5. Transitioning between back and front
6. Solutions are your specialty
25. Why retail customers stop doing business with a company: -73% The sales associate
was rude
-55% Their issues weren't resolved quickly
-51% The person assisting them did not have knowledge of products or services
26. Perception is ...: Reality
27. What is the same in every language: A smile
28. 4 Premium services: 1. priority express
2. priority
3. PO Boxes
4. insurance
29. What is communication?: Communication is the art and technique of using words effectively to impart
information or ideas
30. Types of Communication: Verbal communication and nonverbal communication
31. What is verbal communication?: Involves using spoken words as opposed to written words with a
definite beginning and ending point
32. What is the 55, 38 and 7% rule in nonverbal communication (listening): 55%
Gestures, expression, and other physical cues
38% Vocal Variety
7% Words
2/6
Study online at https://quizlet.com/_c5kfz3
1. Mission Statement: Provide a reliable, efficient, trusted and affirdable universal delivery service that
connects people and helps businesses grow
2. Vision Statement: A postal service that enables all citizens to connect, businesses to grow and communities
to thrive in a digital world
3. Size & scope: As a self-supporting, independent federal agency, the USPS is the ONLY delivery service that
reaches every address in the nation
4. Does the Postal service accept tax dollars?: No
5. How does the USPS pay for operating expenses: Sale of postage, products, and services
6. Postal Service core set of enduring goals: Deliver High Quality Services, Provide world-class
customer experience, ensure safe workplace and an engaged workforce
7. What agency has been consistently been rated as the #1 agency Americans
trust to protect their privacy: The Postal Service
8. What are the issues related to security and sanctity of the mail: Theft, Destruction or
damage of mail, delay of mail, opening
9. US Postal Inspection Service: Protects mail system- investigates postal offenses and postal related civil
matters
10. Who empowered the US Postal Inspection Service?: Congress
11. Who is the primary law enforcement arm of the Postal Service: USPIS- US Postal
Inspection Service
12. Office of Inspector General: Money-theft from employees- maintains the integrity and accountability
of America's postal service, it's revenue and assets, and it's employees
13. Functional Purpose: Providing service in a way that delivers a world-class customer experience before
and after the sale in order to drive repeat business, customer loyalty, and revenue
14. Postmasters & Managers: Manage the daily operations in the post office and are business leaders and
community anchors
15. Delivery Supervisors: Make sure that mail is processed and dispatched as required
16. Customer Service supervisor: Responsible for making independent, personal observations of SSAs
interactions with customers to ensure they are performing all aspects of their duties as instructed
17. LSSA: Lead Sales and Services Associate
18. LSSA responsibilities: Maintains a comprehensive working knowledge of regulations ruling, policy, and
procedures relating to all phases of retail services
1/6
, 421 PSE Window training
Study online at https://quizlet.com/_c5kfz3
19. Lobby Assistant: Uses mPOS device and help customers identify mailing needs, ensuring customers
complete required forms before they reach the window and answering customer questions
20. SSDA: Sales and services distribution associate
21. SSDA duties: Support back office distribution functions and act as Lobby Assistant
22. SSA: Sales and services Associate
23. SSA duties: Ensure correct processes are followed and customer needs are met. Create customer-centric
environment to drive repeat business, customer loyalty, and revenue
24. Six retail moments that matter: 1. Deliver your 1st impression
2. Act with Courtesy and Urgency
3. Keeping it Clean
4. Delivering the Pride Inside
5. Transitioning between back and front
6. Solutions are your specialty
25. Why retail customers stop doing business with a company: -73% The sales associate
was rude
-55% Their issues weren't resolved quickly
-51% The person assisting them did not have knowledge of products or services
26. Perception is ...: Reality
27. What is the same in every language: A smile
28. 4 Premium services: 1. priority express
2. priority
3. PO Boxes
4. insurance
29. What is communication?: Communication is the art and technique of using words effectively to impart
information or ideas
30. Types of Communication: Verbal communication and nonverbal communication
31. What is verbal communication?: Involves using spoken words as opposed to written words with a
definite beginning and ending point
32. What is the 55, 38 and 7% rule in nonverbal communication (listening): 55%
Gestures, expression, and other physical cues
38% Vocal Variety
7% Words
2/6
