Sales and services associate academy | STUDY GUIDE
theft Taking something that does not belong to you
Destruction or damage of mail Deliberately damanaging or losing of mail
Improperly detaining of deliberately failing to deliver mail in
Delay of mail
accordance with the
service standards prescribed for each class of mail
Opening No one except those employed by the postal service can do this
Performs many of the same duties of an SSA; however, they
SSDA
also support the back office distribution functions
Helps customer identify mailing needs, ensures containers
Lobby assistant
complete required forms before they reach the window
and answers customers questions
Maintains a comprehensive working knowledge of
regulations ruling policy and procedures relating to all
LSSA & lead sales service phases of retail services. Provides technical guidance to retail
associate employees assigned to the unit, informing them of changes
or clarifications in policies, procedures, operations, or
regulations.
Business leaders and community anchors that make local
Postmaster /manager
contacts the postal service needs to increase its share of
the shipping maket.
Your teammates. You support each other by ensuring the
Other sales and service
correct processes are followed and customer needs are
associate
, met
Supervisor Responsible for ensuring that employees are properly trained and well
informed
USPIS (US Postal Inspection Provides assurance to postal customers of the sanctity of the mail
Service)
Perception Is reality. Tries to increase our brand recognition. Trying to improve.
1. deliever first impression.
2. act with courtesy and urgency
3. Keeping it clean
Six retail moments that matter
4. Delivering pride inside
5. Transitioning between the back and front
6. Solutions are your speciality
What is the post offices primary To provide world class customer service and build brand recognition
purpose?
Positive attitude, listening, communication, adapting to
How do we build customer
change, product knowledge, soliciting customer comments,
relationships?
and by being the best
Demeanor Sets the tone of the transaction and customer relationship
Confidence Builds rapport and promotes customer loyalty
Communication The art and technique of using words effectively to impart information
or ideas
Uses spoken words, as opposed to written words with a
Verbal communication
definite beginning and ending point
Non-verbal communication Wordless signals
Non-verbal cues Can enhance or contradict verbal messages
Active listening Process used by the receiver
Demonstrate an open and respectful demeanor, provide
Five essential elements of active
theft Taking something that does not belong to you
Destruction or damage of mail Deliberately damanaging or losing of mail
Improperly detaining of deliberately failing to deliver mail in
Delay of mail
accordance with the
service standards prescribed for each class of mail
Opening No one except those employed by the postal service can do this
Performs many of the same duties of an SSA; however, they
SSDA
also support the back office distribution functions
Helps customer identify mailing needs, ensures containers
Lobby assistant
complete required forms before they reach the window
and answers customers questions
Maintains a comprehensive working knowledge of
regulations ruling policy and procedures relating to all
LSSA & lead sales service phases of retail services. Provides technical guidance to retail
associate employees assigned to the unit, informing them of changes
or clarifications in policies, procedures, operations, or
regulations.
Business leaders and community anchors that make local
Postmaster /manager
contacts the postal service needs to increase its share of
the shipping maket.
Your teammates. You support each other by ensuring the
Other sales and service
correct processes are followed and customer needs are
associate
, met
Supervisor Responsible for ensuring that employees are properly trained and well
informed
USPIS (US Postal Inspection Provides assurance to postal customers of the sanctity of the mail
Service)
Perception Is reality. Tries to increase our brand recognition. Trying to improve.
1. deliever first impression.
2. act with courtesy and urgency
3. Keeping it clean
Six retail moments that matter
4. Delivering pride inside
5. Transitioning between the back and front
6. Solutions are your speciality
What is the post offices primary To provide world class customer service and build brand recognition
purpose?
Positive attitude, listening, communication, adapting to
How do we build customer
change, product knowledge, soliciting customer comments,
relationships?
and by being the best
Demeanor Sets the tone of the transaction and customer relationship
Confidence Builds rapport and promotes customer loyalty
Communication The art and technique of using words effectively to impart information
or ideas
Uses spoken words, as opposed to written words with a
Verbal communication
definite beginning and ending point
Non-verbal communication Wordless signals
Non-verbal cues Can enhance or contradict verbal messages
Active listening Process used by the receiver
Demonstrate an open and respectful demeanor, provide
Five essential elements of active
