Not since the mail crisis of the 1960s, when the Chicago Post Office ground to a halt and citizens lost confidence in the mail, has the fate of the nation’s postal system captured the attention of the American public. That crisis 40 years ago provided the impetus for Congress, the administration, and postal management to work toward a massive overhaul of a system steeped in neglect and patronage.
For any business, customer service is important. It improves the brand image, keeps customers loyal, and provides insights into the customer experience. In the past, customer service operations for a major corporation would involve thousands of service agents to handle calls — from routine...Read More