All posts tagged above and beyond

Warm message of thanks for exceptional customer service

Tooele, UT, Retail Associate Betsy Tate

Tooele, UT, Retail Associate Betsy Tate

When Tooele, UT, Postmaster Roland Dalton recently opened a letter addressed to his office, he was pleasantly surprised by what he found.

Inside the envelope, a customer had written a special letter of thanks to Retail Associate Betsy Tate and the other employees at the office. Her warm message was a welcomed affirmation of the hard work and exceptional customer service Tooele employees provide every day.

The following is an excerpt from the customer’s letter:

“I am writing today to let you know that Betsy Tate has gone above and beyond her duties as an employee. She is always so helpful. She has always gone the extra mile to help me with my business and has always given great advice with a friendly smile. I can tell you that your staff at the Tooele branch is far and above the best service providers I have ever had the pleasure to deal with. They have a very difficult job and still have always greeted me with smiles and help.

I just thought that I would take a moment and thank you and your staff, and especially Betsy for always taking the time to help me with a smile and great service. It is unusual to find such kindness in the world and I am very grateful to your team at the Tooele branch.

Warm regards,

 

Kathy C.”

by bennyblogger on July 21, 2016  •  Permalink
Posted in Employees
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Posted by bennyblogger on July 21, 2016

https://yourpostalblog.wordpress.com/2016/07/21/warm-message-of-thanks-for-exceptional-customer-service/

“Old School” Service

Lori Cowling

Many changes have occurred since the Postal Service was founded 239 years ago. Despite the numerous transformations, one thing has remained consistent throughout the years – great service. Lander, WY, Retail Associate Lori Cowling knows the value of providing great customer care, and a recent letter from a customer is a testament to that commitment. The following is an excerpt from that letter:

“Last month, I ordered an item through Amazon.com. I came across a notice that my order had been delivered by USPS. However, I had never received the delivery. Upon looking at my order, I realized that I had erroneously put in …5th street as my mailing address, when in fact it is 3rd street.

“I visited with Lori at the counter and explained my situation to her. She checked with her supervisor and they contacted the carrier who had worked that day. The carrier remembered a parcel that had a questionable address on it.

“Lori, on what I’m sure was her own time, stopped by the house to which my package had apparently been delivered and retrieved it for me…unopened. She then brought it by my house, placed it between the storm door and regular door, and called me to advise of its delivery.

“I was, and remain, extremely impressed with her ‘above and beyond the call’ effort on my behalf. That was what I consider ‘old school’ service. Please extend my appreciation to her – and to her supervisor – for their efforts in taking care of this matter.

“Carl. P”

Lander, WY, Postmaster Robert Burt appreciates Cowling’s efforts and values her dedication to service.

“Ms. Cowling always presents the United States Postal Service in a positive light with our customers,” said Burt. “She goes way beyond the call to keep our customers and ensure that they have a positive experience with the USPS.”

by bennyblogger on December 2, 2014  •  Permalink
Posted in Employees
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Posted by bennyblogger on December 2, 2014

https://yourpostalblog.wordpress.com/2014/12/02/old-school-service/

Determined Employees Save Family Vacation of a Lifetime

Determined employees

All across America, families use the summer months to enjoy well-earned vacations to their favorite destinations. For the Stewart family, this included a luxurious stay aboard a cruise ship. A delay in receiving their passports, however, threatened to dash their hopes of enjoying an experience of a lifetime.

Though their passports were ready the day before their trip and sent to them via four Priority Mail Express envelopes, the family’s early morning flight the next day from Montana to Washington would prevent them from receiving the needed documents in time. That’s when the family turned to USPS for help.

Helena, MT, Postmaster Tabitha Stephenson took the call and made it her mission to ensure the family received their much needed items. She reached out to her USPS contacts, ultimately connecting with Seattle Transportation/Networks Manager David Stephens. Together, they were able to locate and retrieve the Priority Mail Express envelopes, but the job wasn’t finished yet.

Stephens arranged to connect with the family upon their arrival at the Seattle Airport where he delivered the much anticipated envelopes prior to their departure for the dock. For his efforts in saving the family vacation, Stephens received a thankful hug from Mrs. Stewart.

“USPS has very dedicated employees, and when put to the test, they really go the extra mile to make a delivery,” said Stephens. “A smile on a customer’s face makes it all worth it.”

“These are the type of things that change our customer perspective!” said Stephenson.

by bennyblogger on August 29, 2014  •  Permalink
Posted in Employees
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Posted by bennyblogger on August 29, 2014

https://yourpostalblog.wordpress.com/2014/08/29/determined-employees-save-family-vacation-of-a-lifetime/

Postal Hero

Brian Novotny

Lincoln, NE, Postmaster Kerry Kowalski presents City Carrier Brian Novotny with his Postal Hero Award.

On Dec. 10, 2013, a customer was getting out of his handicap accessible van when he fell out of his wheelchair. He had been there for about a half-hour in 20 degree temperatures and was starting to have trouble breathing when Lincoln, NE, City Carrier Brian Novotny found him while delivering his route.

Novotny helped him up and back into his wheelchair, got him inside, called relatives to assist, and did not leave until he was sure the customer was safe. The customer later called the Lincoln Post Office to inform them of Novotny’s efforts to help him in what he called a life and death situation.

“Brian has not been with us a long time, but he has already embraced what the United States Postal Service is all about,” said Lincoln Postmaster Kerry Kowalski. “We are here to serve our customers and sometimes that means going above and beyond the call of duty like Brian did in this case. I am proud to have Brian working for us in Lincoln and look forward to seeing him continue to serve our customers in the years to come.”

by bennyblogger on May 8, 2014  •  Permalink
Posted in Hero
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Posted by bennyblogger on May 8, 2014

https://yourpostalblog.wordpress.com/2014/05/08/postal-hero-4/

Wyoming Postmaster Praised by Thankful Customer

Smart chip credit cards

Recently, a USPS customer in Wyoming sent a letter of appreciation for her local Postmaster. The following is her story:

“In December I was involved in a credit card dispute with a company, and I was in the right. The company was dishonest and was blocking my case with a technicality, which was that I did not have the tracking number of a letter I had sent them. (this was my fault, I had discarded it)

Even though it was the busiest time of year for the USPS, Riverton, WY, Postmaster Shawn Moore heard my story and was sympathetic.

Looking up the number did not work so he went through a box of receipts and found one, but it didn’t have the tracking number on it. He continued to search for ways to find the number. This required several phone conversations and, I assume, a considerable amount of his time.

Finally, when he had gathered all the information he could, he drove the receipt to my husband’s office on his way home from work!

I won the dispute and received my refund.

I don’t know Shawn, but I would imagine that you are already aware of the type of dedication and kindness he brings to your organization. I trust he is appreciated and recognized for his astounding customer service.”

 

Thanks,
Melinda McLaughlin

by bennyblogger on April 17, 2014  •  Permalink
Posted in Employees
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Posted by bennyblogger on April 17, 2014

https://yourpostalblog.wordpress.com/2014/04/17/wyoming-postmaster-praised-by-thankful-customer/

Postmaster Goes the Extra Mile

Even during uncertain times, postal employees will go the extra mile for their customers. Postmaster Shareen Wertz in Evans, CO, demonstrated this on Mother’s Day weekend in May 2012.

One of Shareen’s customers entered into her office Saturday looking for medication that was sent via Express Mail. The family was distraught, as the young son needed this medicine by 11:00 a.m. the following day. Shareen took the customer’s after hours contact information and told the family that if it came in over the weekend, she would ensure they were notified.

Shareen contacted the Tour 1 and Tour 3 supervisors in the Express Mail office and gave them her after hour contact info with instructions to call her if the item came in. She received that call at 3:00 a.m. Sunday morning. After she was told that the item had been located, Shareen got up early Mother’s Day morning, went to the plant and accepted the article. She then drove it back to Evans and delivered the item. After the family received the much needed medication, Shareen was back home by 8:00 a.m. Sunday morning to enjoy the rest of her Mother’s Day.

What extraordinary measures of customer service have you come across?

by bennyblogger on June 25, 2012  •  Permalink
Posted in Employees
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Posted by bennyblogger on June 25, 2012

https://yourpostalblog.wordpress.com/2012/06/25/postmaster-goes-the-extra-mile/

  • Hello, I'm Benny the Blogger: I'm the world's most famous postal employee. My hobbies are snappy quotes, kite flying and publishing. I was born Jan. 17, 1706, but don't call me old.

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