There is an employee, I think it might be Belen although I'm not 100% sure if that is the name, who has been very rude to me the two times I've been "helped" by her. She is a middle-aged Indian or Pakistani woman who wears a beige or tan head covering over her hair.
The first time, about 2 months ago, I stopped by to simply buy some padded envelopes for a few items I sold on eBay. When I got to the front, this woman I've just described above got really upset with me that I had cash on hand and wanted to pay with cash. She made me explain myself as to why I wouldn't pay with a card, and my reason was that I have cash on me because I prefer cash and I would rather not use my card at this time. Here's the deal: If you're someone who works in customer service, you had better not try make your guest feel guilty for attempting to use a valid payment method that is readily accepted by your establishment just because that method personally annoys you for some inconsequential reason. Eventually she took the money but with such a degree of reluctance and disdain that was utterly inappropriate for the situation at hand. In the time she took to interrogate me about preferred payment methods and stall me with her dirty looks and shameful attitude she could have given me my change and already have been helping the next customer in line. I thought to myself, What a joke of an adult human being.
The second time was just earlier today. I had three packages to send out, two of which were already payed for, labels printed and attached to the packages. The third package had a label that I had just filled out by hand and needed to pay for on-site. I ended up being "helped" by this same woman as last time. She ended up turning down ALL THREE packages! The first one, because it was a First-Class shipping label on a priority mail box, the second because it was a Priority Mail shipping label on a regional rate box (which is STILL Priority Mail, mind you), and the third because I used two medium flat rate Priority Mail boxes slid inside one another to make it longer which she told me I could not do. Ridiculous! Who made up these rules?? And to make matters worse, she not only told me that the boxes were wrong but told me in a way that is so disrespectful, as if I were the sole person responsible for all of the problems in her life ever since she was born.
THE FIRST TWO PACKAGES WERE ALREADY PROPERLY PAID FOR!!! I tried to explain to her that I've done it this way before several times and no one has ever turned me away for it, which is 100% true. She responded by giving me the same shameful, hateful dirty look she gave me last time, as if I were a small child caught with his hand in the cookie jar one too many times when in fact I've done nothing wrong. She takes her job way to seriously and personally, and sees every paying customer as a problem. Doing everything within your power to deny as many customers as possible is NOT a winning strategy.
I drove over to the Eastridge Mall USPS location and all three of the packages IMMEDIATELY were accepted by the helpful young gentleman who served me. 5 stars for that location.
Listen... to whoever is managing this location... you are the culprit. I've managed teams as large as 40 people, in a high-volume, customer service operation, and if I EVER saw a customer-facing employee display the kind of rash and rude behavior that she showed me, I would IMMEDIATELY begin to use the coaching system to start issuing write-ups and do EVERYTHING in my power to make that employee disappear as QUICKLY AS POSSIBLE! I absolutely would not stand for having my brand being represented by such a childish and selfish employee on a power trip.
So to you, Mr. or Mrs. manager of the 1st Street San Jose USPS location, you really need to work with your staff on a few things:
1) Employee morale, because they clearly hate their jobs and don't respect you as their manager
2) Customer service skills, which they do not have, either because you as a manager do not have the skills to train your staff or because reason #1 has grown so sour, and so out of hand, as to remove from your staff any semblance of desire to do a good job
3) Clean house. Sometimes your business would be better off without certain employees because they are incompetent, detract from the user experience within your business, or somehow impede your overall operational goals.
You can't be afraid to fire people when it's the right decision. Grow a pair of balls and actually manage your location, hold your employees accountable for their actions because right now you are not doing it. They are walking all over you behind your back because of your inability to provide them support.
I will never come here again. read more
