Office Services Management
The following sessions will be presented at MAILCOM 2025:
SESSION OS119
Customer Service 101
Providing exceptional customer service is a cornerstone of organizational success. This course is designed to equip participants with the skills and strategies necessary to foster positive relationships with customers, effectively manage challenging situations, and enhance communication capabilities. Through engaging discussions and practical exercises, attendees will learn how to anticipate and respond to customer needs while maintaining professionalism and empathy. Whether handling difficult interactions or building lasting rapport, this session offers invaluable insights for improving customer service outcomes and strengthening client trust.
Monday, September 29, 2025 – Round One, 2:00-3:00 pm
SESSION OS125
Hiring for Growth: Recruiting Talent for the Future, Not Just the Current Role
This session emphasizes the importance of hiring with an eye toward future growth, ensuring that talent is selected not only for the skills required in the current position but also for their potential to grow within the company. Leaders will learn how to identify candidates who are adaptable, eager to learn, and aligned with the organization’s long-term vision. This approach helps create a talent pool that can drive future success, innovation, and leadership in the organization.
Monday, September 29, 2025 – Round Two, 3:15-4:15pm
SESSION OS253
Unpacking the Power of Project Management and Mail
With the increasing demand for efficient project delivery, mastering the art of project management has become a critical skill for both businesses and individuals. This course will cover principles and techniques in accordance with the Project Management Body of Knowledge (PMBOK) 7th Edition, globally recognized standard for project management best practices. Participants will gain an understanding of value delivery, project management principles, as well as performance domains that are important for final delivery. As the mail and shipping industries continue to change with technology evolving and new organizations emerging, it is important to reconsider the global perspectives that are found within the PMBOK Guide.
Tuesday, September 30, 2025 – Round Five, 2:45-3:45pm
SESSION OS372
Professionalism in Office Service Operations
Do you run/work in a professional office services center or “the mailroom”? How is it handled when someone in your company comes to you and your staff with all logistics questions? This course will over these topics and more.
Wednesday, October 1, 2025 – Round Seven, 10:15-11:15am
SESSION OS386
Creating an Office Services User’s Guide
Clear communication and standardized procedures are the backbone of efficient operations. This session is designed for office service managers, mail center supervisors, and administrative professionals eager to elevate their organization’s service delivery. Participants will learn the importance of developing a comprehensive Office Services User’s Guide—a critical tool for communicating available services, expectations, and operating standards to every employee. Key topics include identifying core mail and delivery services, establishing measurable service standards, and crafting clear standard operating procedures. The session will provide step-by-step strategies for creating, maintaining, and distributing an operations guide tailored to your organization’s unique needs. Whether you are starting from scratch or seeking to revise an existing manual, this session will equip you with the knowledge and tools to produce a resource that boosts productivity, reduces confusion, and supports a culture of excellence across your office services team.
Wednesday, October 1, 2025 – Round Eight, 1:30-2:20pm
