USPS has been recognised by the Universal Postal Union (UPU) and the Express Mail Service (EMS)Cooperative Network with several awards for its international call centre service and delivery
performance, along with other member countries of the EMS Cooperative Network.The 2011 EMS Customer Care Award honours USPS’ outstanding EMS service with customer care beingcrucial for all EMS operators as one of the core service features. USPS was one of fifteencandidates competing for the award within the large group category, which included postal operatorsin Brazil, Canada, China, Germany, Hong Kong, Indonesia, Italy, Japan, Korea, New Zealand, RussianFederation, Singapore, Thailand and Turkey.
“One of the Postal Service’s core strategies is to improve customer service,” Maura Robinson,vice president, Consumer and Industry Affairs, said. “Delivering a positive customer experiencewith every interaction is essential and we appreciate the efforts of the Customer Call Centre team.We are proud to receive peer recognition of our inbound and outbound EMS inquiry, claims researchand resolution systems, which are important to the Postal Service’s commitment to our customers,members of the Universal Postal Union and the EMS Cooperative Network.”
The 2011 EMS Performance Award available in the categories Gold, Silver and Bronze, recognisesoperators providing an excellent EMS service for worldwide partners in the EMS delivery networkover a full year. For the award, the delivery performance is measured, reviewed and confirmed by anindependent third-party auditor. USPS has obtained the Silver award.
The EMS Cooperative Network was created in 1998 within the framework of the UPU. Its mainobjective is to promote cooperation between members to allow them to provide customers with a highquality, competitive EMS service worldwide. It has a membership of more than 170 voluntary postaloperators, covering more than 90% of global EMS traffic.
