United States Postal Service LSSA User Manual
Lead Sales and
Services Associate
(LSSA) Training
Participant Guide
Course 2019DLOP4190CC01
NSN 7610170005827
May 2021
Learning and Development
Lead Sales and
Services Associate
(LSSA) Training
Participant Guide
United States Postal Service
Learning and Development
475 L’Enfant Plaza SW
Washington, DC 20260-4215
Use of Training Materials
These training course materials are intended to be used for training purposes only. They
have been prepared in conformance with existing USPS policies and standards and do not
represent the establishment of new regulations or policies.
Copyright 2021 by the United States Postal Service, Washington DC 20260-4215
All rights reserved.
No part of this publication may be reproduced in any form or by any means without
permission, in writing, from Learning and Development.
Certain parts of this publication may contain copyrighted materials from other sources,
the reproduction of which for this specific training use has been interpreted not to exceed
the fair use clause of the copyright regulation (Ref. 371.5 ASM).
A Commitment to Diversity
The Postal Service is committed to fostering and achieving a work and
learning environment that respects and values a diverse workforce.
Valuing and managing diversity in the Postal Service means that we will
build an inclusive environment that respects the uniqueness of every
individual and encourages the contributions, experiences and perspectives
of all people.
It is essential that our work and learning environments be free from
discrimination and harassment on any basis.
In our classrooms, on the workroom floor, in casual conversation and in
formal meetings, employees and faculty are asked to encourage an open
learning environment that is supportive of everyone.
Course materials and lectures, classroom debates and casual conversation
should always reflect the commitment to safety and freedom from
discrimination, sexual harassment and harassment on any prohibited basis.
Instructors and class participants are expected to support this commitment.
If you find course material that is presented in the classroom or in selfinstructional format that does not follow these guidelines, please let an
instructor know immediately.
If classroom discussions do not support these principles, please point that
out to the instructor as well.
Diversity is a source of strength for our organization. Diversity promotes
innovation, creativity, productivity and growth, and enables a broadening
of existing concepts.
The Postal Service’s policy is to value the diversity of our employees,
customers and suppliers, and to do what is right for our employees and the
communities we serve, thereby ensuring a competitive advantage in the
global marketplace.
Table of Contents
Module 1: Introduction ............................................................ 1-1
Introduction ........................................................................................ 1-3
Welcome to the Lead Sales and Services Associate
Training Course. ........................................................................... 1-3
Icebreaker ..................................................................................... 1-3
Course Overview .......................................................................... 1-3
Summary ...................................................................................... 1-4
Module 2: LSSA Role and Responsibilities ........................... 2-1
LSSA Role and Responsibilities ........................................................ 2-3
LSSA Position Description .......................................................... 2-3
Using Resources ................................................................................. 2-5
Essential Links ............................................................................. 2-5
Manuals ........................................................................................ 2-8
Handbooks ................................................................................. 2-10
Publications ................................................................................ 2-11
Forms ......................................................................................... 2-12
Postal Bulletin ............................................................................ 2-12
Retail Communications .............................................................. 2-14
Activity – Tag ............................................................................ 2-17
Lobby Assistant ................................................................................ 2-18
Self-Service Kiosk ..................................................................... 2-20
mPOS ......................................................................................... 2-20
Function 4 .................................................................................. 2-21
Activity – Scheduling ................................................................. 2-22
Summary .................................................................................... 2-23
Module 3: World-Class Customer Experience ...................... 3-1
World-Class Customer Experience .............................................. 3-3
Retail Customer Experience (RCE) Program .............................. 3-4
Activity – Brand Experience ........................................................ 3-7
Activity – Expediting ................................................................... 3-8
Activity – Wait-Time-In-Line ...................................................... 3-8
Activity – Greet .......................................................................... 3-10
Activity – Engagement ............................................................... 3-10
Activity – Inquire ....................................................................... 3-13
Activity – Suggest ...................................................................... 3-14
P
age i
Lead Sales and Services Associate (LSSA) Training
Activity – Thanking ................................................................... 3-15
Activity – Problem Recovery Roleplay ..................................... 3-16
POS Survey ................................................................................ 3-18
Activity - RCE Perfect Transaction ........................................... 3-21
POS Survey Customer Feedback ............................................... 3-21
Customer Experience at Selected Retail Units .......................... 3-24
A Positive Retail Customer Experience .................................... 3-24
Summary .................................................................................... 3-27
Module 4: Unit Operations ...................................................... 4-1
Unit Operations .................................................................................. 4-3
Types of Offices .......................................................................... 4-3
Manage Stock .............................................................................. 4-4
Receive Unit Stock .................................................................... 4-10
Return Unit Stock ...................................................................... 4-13
Cash Credit ................................................................................ 4-18
Activity – Establish Cash Credit ................................................ 4-18
Activity – Return Stamp Stock (Manual/Obsolete) ................... 4-22
PS Form 3959, Stamp Stock Transactions and Daily Recap ..... 4-24
Activity - PS Form 3959, Unit Reserve Stamp Stock ................ 4-27
Unit Cash Reserve ..................................................................... 4-29
Clerk Closeout Procedures ........................................................ 4-30
Total PRU Stamp Accountability .............................................. 4-32
Activity – Unit Cash Reserve Count ......................................... 4-36
Stamp and Cash Credit Files ...................................................... 4-38
ReadyPost® and Expedited Packaging Counts .......................... 4-38
Ordering in eBuy+ ..................................................................... 4-40
Summary .................................................................................... 4-41
Module 5: Daily Unit Financial Report .................................... 5-1
Daily Unit Financial Report ............................................................... 5-3
Page ii
Unit Close Out ............................................................................. 5-4
Prepare Deposit Ticket ................................................................ 5-7
PS Form 3533, Application for Refund of Fees, Products
and Withdrawal of Customer Accounts ..................................... 5-10
Summary .................................................................................... 5-14
Lead Sales and Services Associate (LSSA) Training
Module 6: Leadership ............................................................. 6-1
Leadership .......................................................................................... 6-3
Activity – Leadership Pizza ......................................................... 6-3
Building Leadership Skills ........................................................... 6-4
Activity – Effective Leader Traits................................................ 6-4
Activity – Trust Battery ............................................................... 6-5
Activity – Emotional Intelligence Action Plan ............................ 6-7
Building Relationships ............................................................... 6-12
Activity - Coaching Techniques................................................. 6-17
Activity – Coaching ................................................................... 6-17
Activity – Building Rapport with Your Supervisor ................... 6-20
Summary .................................................................................... 6-20
Page iii
Module 1: Introduction
Objectives:
Upon completion of this module, you will be able to:
• Explain the ground rules during training.
• Describe the course structure of the Lead Sales and Services Associate
training program.
Time Allocated for Module:
• 1 hour
Instructional Methods:
• Lecture
• Activities
Participant Material Used:
• Participant guide
Media Required:
• Projector
• PowerPoint presentation
• ACE computer
Page 1-1
Lead Sales and Services Associate (LSSA) Training
Introduction
Welcome to the Lead Sales and Services Associate Training Course.
Icebreaker
The facilitator will ask you to stand. Then they will ask a question and
prompt you to choose a side.
• To illustrate the importance of consistency by utilizing customer
service standards and to instill an appreciation for having rules and
an understanding of why they are important to follow, let’s line
everyone up on one side of the room.
• Our goal is to reach the other side of the room. To do so, you must
meet certain criteria that you call out. For example, “take three
steps forward if you are wearing red.” Give about three
instructions such as that one.
• Then, on the fourth round, select some of the people from the back
and move them to the front.
o Select someone from the front and move them back several
steps.
o Continue to play the game in this way until someone
reaches the other side.
Course Overview
Lead Sales and Services Associate Training consists of three eLearning
courses (RSS Back Office/Administration, mPOS, and SSK), 16 hours of
classroom training and 16 hours of on-the-job training (OJT). Classroom
instruction incorporates active learning experiences through role-play,
presentations, demonstrations, discussions, and hands-on practice.
Upon completion of the classroom training, you will participate in 16 hours of one-on-one training with a retail coach specific to the tasks you perform as an LSSA during on-the-job training (OJT).
The classroom course consists of six modules:
• Introduction
• LSSA Role and Responsibilities
• Creating a World-Class Customer Experience
Module 2: LSSA Role and Responsibilities Page 1-3
Course 2019DLOP4190CC01
• Unit Operations
• Daily Unit Financial Report
• Leadership
The next two days of classroom instruction are designed to provide you
with the knowledge and skills needed to perform the duties of an LSSA.
Some topics may be familiar and some build upon your current
knowledge. Certain procedures and information presented are best
completed in the on-the-job portion of your training. Although some items
may be introduced in the classroom, training for these items will take
place during your OJT. This course is designed to increase your customer
service and leadership skills and provide tools to help you lead your team
as the captain at the counter line.
Summary
As you’ll discover in your two days of training, an exceptional customer
experience (at every level) is at the heart of the strategy for the Postal
Service. Your dedication and leadership as an LSSA speak to the very fact
that every interaction is a customer experience, whether you’re dealing
with customers or interacting with your SSAs.
While you can make things happen, you want more than that – you want
the performance that only passion and engagement can produce. In this
LSSA Training Program, you rise from authority-driven compliance to
passion-driven commitment in yourselves and the SSAs you lead.
We hope that, no matter how brilliant your plan or how important your
goal, nothing will happen until you follow through with consistent action.
Our goal throughout this training program is to bring the practices that
drive accountability and follow through, despite a whirlwind of competing
priorities. Your “can do” attitude and offer to assist SSAs transforms YOU
as the extraordinary, NOT just ORDINARY, leader.
Page 1-4 Participant Guide
Module 2: LSSA Role and Responsibilities
Objectives:
Upon completion of this module, you will be able to:
• Identify the duties and responsibilities of a Lead Sales and Services
Associate.
• Locate and utilize directives such as the Domestic Mail Manual
(DMM); International Mail Manual (IMM); Pub 52, Hazardous,
Restricted, and Perishable Mai;, Handbook PO 209, Retail
Operations, Handbook F-101, Field Accounting Procedure; Postal
Bulletin, and Postal Explorer.
• Reference the Retail Digest, Retail website, Postal Merchandise
Catalog, RSS memo messaging, posters, and translators.
• Define the responsibilities of a Lobby Assistant.
• Explain the types of transactions that can be conducted on the Self-
Service Kiosk (SSK).
• Summarize eligible transactions using the Mobile Point-of-Sale
(mPOS) device.
• Describe LSSA Function 4 responsibilities.
Time Allocated for Module:
• 3 hours
Instructional Methods:
• Lecture
• Roleplay
• Group discussion and activities
Participant Material Used:
• Participant Guide
• RIP chart
• Intranet
Media Required:
• Projector and PowerPoint presentation
• ACE computer
Page 2-1
Lead Sales and Services Associate (LSSA) Training
LSSA Role and Responsibilities
LSSA Position Description
Functional Purpose:
Performs a variety of sales and customer support services for products
including: stamps, stamped paper, postal cards, philatelic products, and
special promotional items with or without direct supervision. May work
alone or as a working leader, providing administrative and technical
guidance to one or more clerks assigned to retail and Post Office
operations.
1. Performs any variety of sales and customer services at a retail
window, such as maintaining sufficient inventory of and selling
stamps, stamped paper, other retail products, passport acceptance
(where applicable) and other retail services; may use a
computerized system, accepting and delivering packages and
accountable mail; issuing and cashing foreign and domestic postal
money orders; accepting and responding to customer claims and
inquiries, and providing information to the public regarding postal
regulations. Rents Post Office Boxes, receives rental payments,
conducts reference checks, and completes related forms. Performs
lobby assistance that includes monitoring the retail line, directing
customers to the self-service kiosk (SSK) (where applicable)
and/or using Mobile Point of Service (mPOS) transactions (where
applicable).
2. Communicates and provides administrative and technical guidance
to retail and Post Office operations employees assigned to the unit,
informing them of changes or clarifications in policies, procedures,
operations, schedules, and regulations. Ensures that work is
performed efficiently.
3. Forecasts and maintains a separate stamped inventory to fill
requisitions submitted by other retail clerks assigned to the offices
4. Prepares a local bank deposit and/or a consolidated funds bank
deposit. Prepares and maintains unit accounting records of retail
activities.
5. Conducts or witnesses transfers of fixed credits between
employees as required, assisting in the physical count of stock.
Reviews fixed credits periodically and recommends adjustments if
necessary. Examines and ensures the integrity of security
containers assigned to employees for the storing of their fixed
credit and reports lack of conformity with security regulations.
Module : LSSA Role and Responsibilities Page 2-3
Course 2019DLOP4190CC01
6. Conducts product inventories by counting items on hand, accounts
7. Processes and/or accepts and verifies applications for redeemed
8. Instructs and advises individual employees in correct financial and
9. In accordance with the directives of the supervisory presence,
for items on display, and verifies and records sales floor inventory
and shrinkage. Brings inventory discrepancies and shrinkage
reports to the attention of the appropriate supervisory presence.
Maintains an adequate supply of materials required for the
operation of a retail office.
stamps and stamped paper. Prepares and submits necessary stock
for destruction.
retail sales procedures.
plans, directs, organizes, and monitors retail related programs/
projects and the work of people to meet unit goals, including
coordinating and scheduling work-hours. Supplies leadership
necessary to secure a customer friendly environment, encourages
professional appearance and work habits to accomplish effective
and pleasant customer relationships. Makes Supervisor approved
entries to correct time and attendance records and retains required
supporting documents.
10. Provides product and service information to customers, including
informing customers regarding special offers and the layout of the
store; refers customers to sales and promotional programs by
promoting products based on customer needs. Answers customer
inquiries.
11. Maintains appearance of store by setting, arranging, and
replenishing displays and merchandise racks; ensures display and
selling areas, work stations, and storage areas are presentable to
customers. Checks and maintains Post Office Self-Service Kiosk.
12. Trains new employees to ensure quality service.
13. Maintains records, files and submits reports, as assigned.
14. May verify presort and bulk mailings of all classifications;
computing and maintaining current basis mailers' credit balances.
15. May perform passport duties as assigned, including verification of
identification and photograph, administering oath, reviewing
application for completeness, affixing stamp or seal on application,
and ensuring all documents are stored securely and mailed
promptly.
16. May assign and clear accountable items and distribute mail as
required.
Page 2-4 Participant Guide
Lead Sales and Services Associate (LSSA) Training
17. Performs other duties as assigned.
Review the position description of an LSSA and record any differences
you find between the duties and responsibilities of an LSSA compared to
an SSA in the space provided.
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
____________________________________________________________
Look at the first qualification to be an LSSA. Use your resources to
maintain a comprehensive working knowledge of regulations ruling,
policy, and procedures relating to all phases of retail services. And provide
technical guidance to retail employees assigned to the unit, informing
them of changes or clarifications in policies, procedures, operations, or
regulations.
Using Resources
Essential Links
Postal Service directives are available online via the Blue page. The four
directive links we will explore are Forms, PolicyNet, Postal Bulletin, and
Postal Explorer.
You can access the Blue page by either typing blue.usps.gov into the
address bar or clicking the home button on your web browser. You will
click on “Essential Links” in the left-hand column to view all available
links.
Module 2: LSSA Role and Responsibilities Page 2-5
Course 2019DLOP4190CC01
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Lead Sales and Services Associate (LSSA) Training
Postal Explorer
Postal Explorer (PE) is a virtual library of postal information and tools
designed for customers, business mailers, and employees. Postal Explorer
puts a wealth of postal requirements for mailing and shipping
domestically, internationally, and to APO/FPO/DPO destinations, at your
fingertips in an easy-to-use format.
Postal Explorer is more than a reference website; it is part of the Postal
Service’s continuing effort to make using the mail system easier and
simpler for all customers.
PE Tools are a collection of tools available to aid customers with
calculating postage for domestic and international mail, to review mailing
and shipping restrictions, and to locate Post Offices.
The Publications link provides access to guides and manuals outlining
domestic and international mailing guidelines and provides information to
assist with business mailings.
Although there are several directives available, the Postal Explorer
website provides access to the Domestic Mail Manual; International Mail
Manual; Publication 52, Hazardous, Restricted, and Perishable Mail; and
other references. These materials are available in both HTML and PDF
versions. Both links contain the same information, however the HTML
version is recommended because it is easier to navigate and quickly find
information.
PolicyNet provides access to other important resources, such as
Administrative Support Manual (ASM), Postal Operations Manual
(POM), and the Employee and Labor Relations Manual (ELM).
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Course 2019DLOP4190CC01
PolicyNet
PolicyNet is a hub for all the Postal policies and procedures. You may be
required to locate a particular form or notice for review. Read the list at
the right-hand side of the page under “Published Forms and Directives.”
These are links to:
• Forms
• Handbooks
• Kits
• Labels
• Management Instructions (MI)
• Manuals
• Memorandums of Policy (MOPs)
• Notices
• Posters
• Publications (PUBs)
• Signs
• Vehicle Modifications Orders (VMOs)
• Vehicle Maintenance Bulletins (VMBs)
Manuals
Manuals provide official Postal Service policies and procedures for all
aspects of postal operations. The manuals that you will use most often are
the Domestic Mail Manual (DMM) and International Mail Manual (IMM).
Domestic Mail Manual (DMM)
The Domestic Mail Manual (DMM) sets forth the policies, regulations,
and procedures governing domestic mail services. Information contained
in this manual includes postage prices, classes of mail and the standards
for their use, and conditions governing the use of Extra Services.
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Lead Sales and Services Associate (LSSA) Training
Domestic mail is mail transmitted among:
• United States of America
• U.S. territories
• Army Post Offices (APO)
• Fleet Post Offices (FPO)
• Diplomatic Post Offices (DPO)
• The United Nations, NY
For example, a customer approaches your window with a question about
mailing packages. They want the package to be a surprise and want to
know if it is okay if they do not use a return address. They are sending the
package using Priority Mail. Access the DMM for the policy.
Use the DMM to complete the following sentence:
1. A _____________ must be available on all mail for the address,
postage (permit imprint, postage stamp, or meter stamp),
postmarks, and postal endorsements.
2. In which section will you find information on mail preparation for
International Mail Manual
The International Mail Manual (IMM) sets forth the policies, regulations,
and procedures governing International Mail services as they apply to each
country. The IMM is the equivalent of the DMM for International Mail.
Information contained in the IMM includes the policies and procedures
pertaining to treatment of outbound international mail and mailing
conditions specific for each individual country. The IMM also contains an
Index of Countries and Localities.
For example, a customer presents a package addressed to a foreign
country. You can consult the IMM to review restrictions and prohibitions
that apply to packages mailed to that country to ensure that the contents
are mailable to that country. To further enhance the customer’s
experience, you could also let them know that the IMM is available for
their use by visiting the Postal Explorer website.
Commercial First-Class Mail?
Module 2: LSSA Role and Responsibilities Page 2-9
Course 2019DLOP4190CC01
Use the IMM to answer the questions below.
1. Name the restrictions listed for mailing to Bahamas.
2. Look at the items prohibited for mailing to Canada. Can you mail
Employee and Labor Relations Manual (ELM)
The Employee and Labor Relations Manual (ELM) sets forth the
personnel policies and regulations governing employment within the
Postal Service. Subjects addressed in the ELM include employment and
placement, pay administration, employee benefits, training and
development, safety, health and environment, and labor relations.
Postal Operations Manual (POM)
The Postal Operations Manual (POM) sets forth the policies and
procedures that govern operational functions of field organizations within
the Postal Service. The operational functions covered are retail, philatelic,
collection, mail processing, transportation, delivery, and vehicle
operations. For example, a volunteer from a local non-profit organization,
whose goal is to encourage people to get involved with local politics,
would like to know if their organization can conduct voter registration on
postal premises. You may access the POM to find the policies.
new lighters without fuel?
1. Are voter registration activities allowed on postal property?
Handbooks
Postal Service handbooks supplement information contained within Postal
Service manuals. Handbooks are identified with a combination of letters
and numbers. The prefix included in the title of the handbook indicates the
related major manual. More detailed information on subjects is included in
handbooks than in the corresponding manual.
Handbook PO 209, Retail Operations Handbook
This handbook serves as a tool for providing Postal Service employees
information about retail operations. The handbook is the cornerstone to
understanding the policies and procedures for day-to-day retail
management.
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Lead Sales and Services Associate (LSSA) Training
Handbook F-101, Field Accounting Procedures
By following the standard procedures contained in this handbook, Postal
Service employees can perform financial transactions efficiently while
creating consistent and accurate financial data.
Publications
Publications support subjects that cannot be fully addressed in manuals or
handbooks. Publications appear in a variety of formats, such as books,
brochures, and reports. Generally, they are not focused on policy as
extensively as manuals, nor on task descriptions as extensively as
handbooks.
Publication 28, Postal Addressing Standards
This publication provides guidance on the proper way to address a
mailpiece.
Use Pub 28 to answer the questions below.
A customer visits your window with a rural route mailpiece addressed:
1. Is this an acceptable Rural Route Address format?
2. According to Pub 28, in Puerto Rico URB is used for what
Publication 348, Window Services Crime Prevention Booklet
For information on policies and procedures related to window
transactions, use this publication.
Publication 52, Hazardous, Restricted, and Perishable Mail
This publication provides important information to help determine what
may be mailed and how certain items must be packaged to keep the mail
safe. Pub 52 also provides guidance to Postal Service employees on mail
acceptance.
Rural 8 Box #42
Purcell, OK 73080
purpose?
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Course 2019DLOP4190CC01
Forms
Postal Service forms can be accessed by clicking Forms located under
Essential Links on the Blue page. The Forms webpage contains electronic
versions of official Postal forms. Forms can be selected using the form
title or form number.
A link to Publication 223, Directives and Forms Catalog is also found on
the Forms webpage. Publication 223 lists and identifies the most current
versions of all national Postal Service directives and forms, as well as nonpostal government forms and documents used by the Postal Service.
The Forms page also provides links for access to forms at the following
agencies: Office of Personnel Management (OPM), U.S. General Services
Administration (GSA), Thrift Savings Plan (TSP), Occupational Safety
and Health Administration (OSHA), Office of Worker’s Compensation
Programs (OWCP).
When you browse forms, you will notice that some forms have icons to
the right of the title. Each icon represents one of the following:
Print only forms – Blank forms that you print locally and complete
manually.
Automated forms – Electronic forms that you can complete, print,
save, and email using FormFlow.
Automated Forms Adobe LiveCycle – Electronic forms that you can
complete, print, save, and email using Adobe LiveCycle.
eIWS Online Forms – These are electronic forms that you complete,
print, and submit using the eIWS Online Forms application.
Postal Bulletin
The Postal Bulletin is the official source of updates to Postal policies and
procedures. The Postal Bulletin details updates and amendments to current
directives. Retail updates are included in the bi-weekly Postal Bulletin.
Access the Postal Bulletin through the PolicyNet webpage by clicking the
Postal Bulletin website link found in the left-hand column.
Information found in the Postal Bulletin includes fraud information
including: list of missing, lost or stolen US money orders and invalid
USPS Corporate Account numbers; policy, procedures, and form updates;
and organizational information, such as stamp announcements.
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Lead Sales and Services Associate (LSSA) Training
book or brochures.
and publications.
and manuals.
bi-weekly.
Match the directive to its description by writing the directive name next to
the description in the answer column on the left side of the chart. Possible
answers include PolicyNet, Postal Explorer, POM, IMM, DMM, Forms
page, Handbooks, Publications, and Postal Bulletin.
Directive Description
Contains information governing international mail.
Supports subjects that cannot be fully addressed in manuals
or handbooks, but appear in a variety of formats, such as
Covers operational information, such as retail, philatelic, or
mail processing.
Hub for all postal policies, procedures, handbooks, manual,
Contains information governing domestic mail services.
Virtual library available to customers that contains PE tools
Contains electronic versions of postal forms.
Official source of updates to postal policies that is updated
Contains supplemental information within postal manuals.
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Course 2019DLOP4190CC01
Knowing the products and services available to meet the needs of our
customers will help to ensure our customers will continue to do business
with the Postal Service. Gaining knowledge also ensures you are
comfortable completing transactions with all customers, even the most
challenging. When you are able to understand and identify the customer’s
mailing needs, you have made the interaction successful. You will feel
empowered in your job, leading to greater job satisfaction. In order to gain
knowledge, you should explore the various channels where retail
information is communicated. This will ensure you have the most up-todate information available regarding product knowledge and availability.
Retail Communications
There are many retail communication channels available to you.
Accessing them on a regular basis will increase your knowledge and assist
you in meeting the needs of our customers.
Retail and Customer Service Operations website:
• Provides information about a variety of topics, including Access
Channels, Communication, Customer Service, Policies, and
Products and Services
• https://blue.usps.gov/delret/vp-retail-and-po-operations.htm
• Retail Digest
- Weekly electronic publication that consists of a collection of
tactical messages originating from headquarters organizations
and relevant to the field retail organization. The design
streamlines communication by categorizing individual
messages and distributing them in weekly batches to the field
retail organization.
- To be added to the Retail Digest distribution, please do so via
eAccess (click on “Distribution Lists,” then search for and
request “Retail Digest Subscriber”).
- https://blue.usps.gov/retail/retail-digest-about.htmH
• Accounting Services website
- Contains retail equipment toolkits (i.e., 1412, RSS, etc.).
- http://blue.usps.gov/accounting
• The Huddle Board communicates pertinent information relevant to
managing a retail unit and heightens awareness of the Lean Retail
program among front-line employees that work the retail window.
Page 2-14 Participant Guide
Lead Sales and Services Associate (LSSA) Training
As part of the Lean Retail program, all Retail Customer Experience (RCE)
offices are required to have a dedicated huddle board in a location that is
accessible to all retail employees but not visible to customers.
The huddle board communicates pertinent information relevant to
managing a retail unit. The board is used to heighten awareness of the
Lean Retail program among the front-line employees, in particular, Sales
and Services Associates (SSAs) and Postal Support Employees (PSEs)
that work the retail window. The huddle board can also be used as an
opportunity to give a shout-out and thank you to employees for a job well
done.
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Course 2019DLOP4190CC01
• RSS Message Center
• Posters
• News Link
- Communicates important information from USPS Retail to
RSS users
- Poster 138, Keep the Mail Safe
- Poster 74, Packaging Pointers
- Poster 81, Shipping a Reused Box?
- Poster 194, Registered Mail Security
- Poster 620-SSA, It Begins with a Smile
- Poster 37, Is Your Package Safe to Mail?
- The online news source for postal employees
- The daily link shows up in your Outlook mailbox and archives
can be accessed online
- https://liteblue.usps.gov/news/link/archive.htm
• USA Philatelic
• Local Messaging
• Check with your Area or District
Multicultural Outreach
Outreach contains information, guides, and product fact sheets in several
languages to assist those who use USPS products and services but are not
native English speakers.
Additional information can be obtained through the Human Resources
Inclusiveness Website such as:
• Products and Services Translator
• HAZMAT Question Translator
• HAZMAT information in the Safety Toolkit
• Product Fact Sheets
• Extra Services Translation Guides
• Passport Fairs and special events
Page 2-16 Participant Guide
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