Questions and Answers
What is the mission of the postal service?
What is the vision of the postal service?
A postal service that enables all citizens to connect, businesses to grow, and communities to thrive in a digital world.
What is the size and scope of the postal service?
155 million residences, businesses, and post office boxes; 31,600+ retail locations; delivers 47% of the world's mail.
What does SSDA stand for?
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What is the role of lobby assistants?
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What does LSSA maintain?
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What is the role of a postmaster?
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What is the role of an SSA?
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What is the primary responsibility of a supervisor?
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What are common reasons retail customers stop business with a company?
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What percentage of communication is gestures and physical cues?
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What is the average speaking rate of a person?
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The five essential elements of active listening include: demonstrate an open and respectful demeanor, provide verbal and non-verbal questions, seek clarification, do not make assumptions, and provide ______.
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Match the following elements with their descriptions:
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What is the HAZMAT question?
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Under what mandate do postal service employees operate?
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What is considered a violation of mail security?
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What is the first opportunity for an SSA to create a positive customer experience?
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What type of communication can enhance or contradict messages?
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What approach can SSA use to engage customers?
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What must a flat-sized mailpiece pass?
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Why is maintaining security and sanctity of mail important?
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What happens when successful sales transactions occur?
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What is the most positive way to impact customer perception of their post office?
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What is unique about the U.S. postal service's delivery reach?
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An organized workstation creates a more ______ workplace.
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Study Notes
Our Mission and Vision
- Mission: Deliver reliable, efficient, trusted, and affordable service to help businesses grow.
- Vision: A postal service that connects citizens, supports business growth, and fosters thriving communities in a digital age.
Size and Scope
- Serves 155 million residences, businesses, and post office boxes.
- Operates without tax funding, relying on postage and products; generates $69 billion annually.
- Maintains over 31,600 retail locations and delivers 47% of global mail volume.
Roles and Responsibilities
- SSDA: Complements SSA duties with back-office distribution support.
- Lobby Assistants: Guide customers on mailing needs and paperwork, answer questions.
- LSSA: Provides technical guidance to retail staff, ensures compliance with policies.
Leadership and Teamwork
- Postmaster: Business leaders and community anchors for enhancing market presence.
- SSA: Teammates supporting correct procedures and fulfilling customer needs.
- Supervisor: Ensures employee training and information dissemination.
Customer Experience Insights
- Main reasons retail customers cease business:
- 73%: Rudeness from sales associates.
- 55%: Slow issue resolution.
- 51%: Associate's lack of product/service knowledge.
Communication Skills
- Communication breakdown: 55% non-verbal cues, 38% vocal variety, 7% words.
- Listening is vital; people recall only 50% of words after a couple of days.
- Average speaker: 150 words per minute vs. average hearer: 1,000 words per minute.
Active Listening Techniques
- Essential listening elements:
- Foster an open demeanor.
- Utilize verbal/non-verbal questions.
- Seek clarification and avoid assumptions.
- Provide feedback.
S.O.L.E.R. Approach to Engagement
- Squarely face the person.
- Open posture; lean towards the sender.
- Maintain eye contact and relax attentively.
Handling Hazmat Items
- Always inquire: "Does this item contain anything liquid, fragile, perishable, or potentially hazardous?"
Security Responsibilities
- Mail's custody is a primary operational mandate.
- Violating mail security includes failing to deliver.
- First positive customer experience hinges on delivering a good first impression.
Communication Types
- Non-verbal communication can enhance or contradict verbal messages.
Engaging Customers
- G.I.S.T. approach utilized to meet customers' needs effectively.
- Flat-sized mailpieces must pass the flexibility test.
- Maintaining mail security boosts customer confidence.
Transaction Success Factors
- Successful sales depend on informed mutual decisions between SSA and customers.
- Excellent customer service directly influences positive perceptions of the post office.
U.S. Postal Service Uniqueness
- The only delivery service reaching every address in the nation.
Workplace Efficiency
- An organized workstation contributes to a more efficient work environment.
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Description
Test your knowledge with these flashcards focused on the mission, vision, and scope of the postal service. Each card highlights essential terms and their definitions to enhance your understanding of this vital service. Perfect for students and professionals alike.
