Speak Out: Customer service at its worst
by our readers
Feb 20, 2014 | 3377 views |  0 comments | 26 26 recommendations | email to a friend | print
On Feb. 10, I drove 25 miles to Gadsden to mail a Valentine’s package to Texas. We have a post office in Centre, but because of a winter storm warning, I thought shipping the package from a larger office would improve its chances of arriving on time. It was my only reason for the trip.

I arrived right before closing time and ran to the door. A clerk was locking the door. “But it’s 5:28,” I said, and showed him the time on my iPhone. “Not on my clock,” he said, and wrapped a chain around the door handles.

I was neatly dressed. I was not verbally abusive. My package was addressed. It would have been a one-to-two-minute transaction.

I filed a complaint, and on Feb. 11, I received a call. A postal worker apologized for the incident but said the post office clock might be a couple of minutes off and employees follow their clock. She made excuses for what happened, but poor customer service is poor customer service, and this was customer service at its worst.

I know wonderful people who work for the Postal Service. One of them personally offered to mail the package, but he should not have to clean up after someone else.

My problem is small, but the Postal Service’s problem is huge. On the postal website, Postmaster General Patrick Donahoe says he “is implementing a comprehensive plan that will ensure a responsive and self-sufficient organization that continues to offer secure, reliable and universal mailing and shipping services.”

Sure sounds good, Mr. Donahoe, but some people didn’t get the memo. All it takes is one door slammed in one person’s face to reduce your goals to one word: Failure.

Kathy Roe
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