Before we get started, we wanted to invite you to take a short survey at the end of this call. It's only a few questions and all you need to do to enter the survey is to stay on the line when you've completed your business business."
An individual or business might call the United States Postal Service (USPS) for several reasons, including tracking packages, package pickup and to get information about other services. I called the US Postal Service’s 866-974-2733 customer service number to ask how to apply for a passport. An automated voice response system greeted me, saying, “Thank you for calling the US Postal Service Accounting Helpdesk.” That greeting seemed strange because I did not intend to reach an accounting department. However, I presumed the USPS might use terminology different from the mainstream to identify services.
The system told me if I needed to track a package to call 800-ASK-USPS and then encouraged me to take a survey at the end of the call. It said my opinion mattered, and the Postal Service would use the information to create the best possible customer experience. The automated voice advised me to ensure minimal background noise and not use the speakerphone. The system continued by offering a menu of options for getting help. I could say or press “1” if I was a current or active employee, “2” if I was a separate employee, “3” for invoice payments or a military site, or select “4” for customer or all other inquiries. I pressed “4” to see where that would take me.
Next, the voice asked me, “What can I help you with and recited the following options,” Money order inquiry, domestic claim, international claim, accounts receivable or track a package. I could press a number corresponding with an option and say repeat or help if I needed assistance with something else. The system repeated this information twice while I stayed silent and waited to see if it might send me to a human or another menu. I tried pressing zero (0) to see if that would get me out of the repetitious loop, but that did not help. The system said it had trouble understanding me and subsequently ended the call without my getting the information I needed about passports.
I expected more from a U.S. Postal Service customer service number. I thought “How to obtain a passport” would be an option on this menu, even if the system needed to direct me to another customer service number. It was frustrating to hear the system repeat the same information without the opportunity to request a callback or an offer to speak to a human.
Many organizations have multiple customer support numbers, so checking the USPS website for specific numbers may help a caller get assistance faster. Call menus may also change due to staff availability and updates to services. However, when the automated system cannot assist a caller, there should be an option for speaking to a human who can direct the caller to the information they seek. Had I been able to take the survey mentioned at the beginning of the call, I would have suggested areas for improvement if possible. However, the system did not ask me to stay on the line for a survey before ending the call.