Question

Below is the text of a letter actually written and sent by a U.S. Postal Service manager to a customer who had filled in and left a consumer service complaint card. The customer had filled in the complaint card to express his dissatisfaction with having to wait 25 minutes in a line at the post office to buy postage stamps.

Dear Mr. Heam:

This letter is to acknowledge receipt of your consumer service card. I wish to apologize for any inconvenience you experienced due to the line at the University Drive Post Office. As in any business, we experience peak times of the day, early morning, late afternoon, which requires some amount of delay time to our customers. I’d like to assure you that this is not a situation we wish to put our customers through. Every effort is made to anticipate such times and schedule employees accordingly.

In an effort to save you time in the future, I am enclosing a stamps-by-mail envelope. This service will provide stamps through mail delivery for you and will make it unnecessary to come to the Post Office. Our vending machines in the lobby are also available from 5:30 a.m. to 5:30 p.m. A new scale device in our lobby area can provide you with information as to costs and available services.

Thank you for taking the time to express your concerns to us. Your business is important to the Postal Service and every effort will be made to improve delays in the future.

Sincerely,

Acting Window Supervisor

Does this letter reflect a marketing-orientation on the part of the U.S. Postal Service? If you agree, explain why briefly. If you do not agree, then explain why it is more like one of the other orientations that were discussed in the lectures. Begin your answer with Yes or No

Answer 1

Yes. This letter reflects the marketing orientated part of U.S Postal service. It is because the Postal Service Manager do not only apologizing for the delay but more importantly he is making aware the customer about the new services of Postal Service like Delivery of Stamps through Mail service as well as the information about the vending machines which are available in the Lobby between 5:30 a.m. to 5:30 p.m. for easy availability of stamps and other Postal office services. The manger is informing the customer about the new services introduces by the U.S Post for effective and saving time of the Postal service users.