USPS Customer Service Center Needs to Improve Customer Service, Says IG

August 28, 2018

The Postal Service’s customer care centers suffer from “long hold-times for customers, abandoned calls, and customer frustration,” an IG white paper has said.

The centers, which supplement online information, receive calls about specific matters including tracking a package or scheduling a delivery, as well as for general information and for dealing with complex matters. Of some 60 million calls in 2017, 19 million opted to speak to a service agent but of those only 11.5 million ultimately spoke to one, with an average hold time of 13 minutes

SIGN UP FOR OUR POSTAL NEWS BLAST!


Get the news sent straight to your inbox. Please remember, this list sends an email every weekday, so if you are not a news junkie, then this might not be the list for you. Thanks

Thank you for subscribing.

Something went wrong.

2
Join the Conversation

2 Comment threads
0 Thread replies
0 Followers
 
Most reacted comment
Hottest comment thread
2 Comment authors
  Subscribe  
newest oldest most voted
Notify of
LaShonn

It’s not the customer service agents. It’s the customers. Customers don’t called prepared. Instead of calling with correct tracking,explaining what their local postal office should or should not be doing, customers screaming over the phone because wait time. And that’s just few reasons why the CUSTOMERS feel the Usps customer service has a long wait time. It’s not the agents it’s the customers! Give the Usps customer service agent the information and let the agent do their job! One call might take 2-3 minuets another might take 5-? Depending on the service that the customers needs. The service really would… Read more »

JOHN J GRIMES

There will always be those who complain about anything. It can be the Postal Service or the RMV or even if the coffee is too hot or not hot enough. However, it is obvious that “service” in the Postal Service has declined. When every piece of mail was sorted by hand and the starting times were 6 or 6:30 without any “mechanization”, the mail moved faster. Today, you can mail a local letter and in most cases it takes two days to get there which is absurd. Also, the Postal Service is always beating the drum on “safety” and yet… Read more »

Send this to a friend