How does USPS define "customer service"?

USPS defines "customer service" as meeting or exceeding customer expectations in mailing services, which emphasizes a proactive and comprehensive approach to customer interactions. This definition highlights the importance of not merely responding to complaints or inquiries but actively ensuring that the services provided fulfill the needs and desires of customers.

When USPS prioritizes meeting or exceeding expectations, it reflects a commitment to quality service and customer satisfaction. This includes understanding customer needs, providing timely support, and fostering positive relationships, which can lead to increased trust and loyalty.

While acknowledging complaints is important, it is just one aspect of customer service and does not capture the full scope. Providing standardized answers is useful for consistency but can lack the personal touch that tailored service offers. Offering discounts may be a strategy to attract customers but does not necessarily define the quality of service provided. The focus on meeting or exceeding expectations encapsulates a broader and more fulfilling standard of customer service that the USPS aims to achieve.