According to Dennis Enderson, President, Denver Metro Areal Local APWU

Denver Bear Valley clerk craft steward, Connie Archuleta recently provided me with a copy of a document distributed to window clerks called “Denver Post Office Mystery Shopper Script.”  Apparently, management is instructing window clerks to read this script verbatim to each and every postal customer.  The script walks the clerk through a process of attempting to persuade the customer to utilize more expensive delivery services and to purchase other postal products.  We are deeply concerned about the idea of requiring window clerks to methodically recite a scripted sales pitch to every single customer.  We have seen for years how management has cut staffing in customer service offices until we don’t have enough employees to get the work done properly.  At the same time, window operations are being understaffed, and management now wants to add another procedure that will further increase customer wait times, probably irritate many patrons and likely won’t do much to improve sales or increase “Mystery Shopper” scores. 

If management is seriously concerned about improving service and increasing sales, the best option is to properly staff stations and branches.  This would go a long way towards improving morale and allowing window clerks the time they need to speak with customers about postal products.  We have initiated inquiries with national officers about this “script” and we will do everything in our power to protect the interests of our members.  In the meantime, please understand direct orders from management must be complied with unless they are clearly unsafe and/or illegal.  Please explain to your customers as best you can why you do your job the way you do it, and direct them to your supervisor as appropriate.  We will pass along any new information as it becomes available.