421 PSE Window training
Mission Statement - answer Provide a reliable, efficient, trusted and affordable universal
delivery service that connects people and helps businesses grow
Vision Statement - answerA postal service that enables all citizens to connect,
businesses to grow and communities to thrive in a digital world
Size & scope - answerAs a self-supporting, independent federal agency, the USPS is
the ONLY delivery service that reaches every address in the nation
Does the Postal service accept tax dollars? - answerNo
How does the USPS pay for operating expenses - answerSale of postage, products,
and services
Postal Service core set of enduring goals - answerDeliver High Quality Services,
Provide world-class customer experience, ensure safe workplace and an engaged
workforce
What agency has been consistently been rated as the #1 agency Americans trust to
protect their privacy - answerThe Postal Service
What are the issues related to security and sanctity of the mail - answerTheft,
Destruction or damage of mail, delay of mail, opening
US Postal Inspection Service - answerProtects mail system- investigates postal
offenses and postal related civil matters
Who empowered the US Postal Inspection Service? - answerCongress
Who is the primary law enforcement arm of the Postal Service - answerUSPIS- US
Postal Inspection Service
Office of Inspector General - answerMoney-theft from employees- maintains the
integrity and accountability of America's postal service, it's revenue and assets, and it's
employees
Functional Purpose - answerProviding 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
, Postmasters & Managers - answerManage the daily operations in the post office and
are business leaders and community anchors
Delivery Supervisors - answerMake sure that mail is processed and dispatched as
required
Customer Service supervisor - answerResponsible for making independent, personal
observations of SSAs interactions with customers to ensure they are performing all
aspects of their duties as instructed
LSSA - answerLead Sales and Services Associate
LSSA responsibilities - answerMaintains a comprehensive working knowledge of
regulations ruling, policy, and procedures relating to all phases of retail services
Lobby Assistant - answerUses mPOS device and help customers identify mailing
needs, ensuring customers complete required forms before they reach the window and
answering customer questions
SSDA - answerSales and services distribution associate
SSDA duties - answerSupport back office distribution functions and act as Lobby
Assistant
SSA - answerSales and services Associate
SSA duties - answerEnsure correct processes are followed and customer needs are
met. Create customer-centric environment to drive repeat business, customer loyalty,
and revenue
Six retail moments that matter - answer1. 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
Why retail customers stop doing business with a company - answer-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
Perception is ... - answerReality
What is the same in every language - answerA smile
Mission Statement - answer Provide a reliable, efficient, trusted and affordable universal
delivery service that connects people and helps businesses grow
Vision Statement - answerA postal service that enables all citizens to connect,
businesses to grow and communities to thrive in a digital world
Size & scope - answerAs a self-supporting, independent federal agency, the USPS is
the ONLY delivery service that reaches every address in the nation
Does the Postal service accept tax dollars? - answerNo
How does the USPS pay for operating expenses - answerSale of postage, products,
and services
Postal Service core set of enduring goals - answerDeliver High Quality Services,
Provide world-class customer experience, ensure safe workplace and an engaged
workforce
What agency has been consistently been rated as the #1 agency Americans trust to
protect their privacy - answerThe Postal Service
What are the issues related to security and sanctity of the mail - answerTheft,
Destruction or damage of mail, delay of mail, opening
US Postal Inspection Service - answerProtects mail system- investigates postal
offenses and postal related civil matters
Who empowered the US Postal Inspection Service? - answerCongress
Who is the primary law enforcement arm of the Postal Service - answerUSPIS- US
Postal Inspection Service
Office of Inspector General - answerMoney-theft from employees- maintains the
integrity and accountability of America's postal service, it's revenue and assets, and it's
employees
Functional Purpose - answerProviding 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
, Postmasters & Managers - answerManage the daily operations in the post office and
are business leaders and community anchors
Delivery Supervisors - answerMake sure that mail is processed and dispatched as
required
Customer Service supervisor - answerResponsible for making independent, personal
observations of SSAs interactions with customers to ensure they are performing all
aspects of their duties as instructed
LSSA - answerLead Sales and Services Associate
LSSA responsibilities - answerMaintains a comprehensive working knowledge of
regulations ruling, policy, and procedures relating to all phases of retail services
Lobby Assistant - answerUses mPOS device and help customers identify mailing
needs, ensuring customers complete required forms before they reach the window and
answering customer questions
SSDA - answerSales and services distribution associate
SSDA duties - answerSupport back office distribution functions and act as Lobby
Assistant
SSA - answerSales and services Associate
SSA duties - answerEnsure correct processes are followed and customer needs are
met. Create customer-centric environment to drive repeat business, customer loyalty,
and revenue
Six retail moments that matter - answer1. 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
Why retail customers stop doing business with a company - answer-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
Perception is ... - answerReality
What is the same in every language - answerA smile
