Which manual governs the policies and procedures for USPS retail services?

The correct answer is the Postal Operations Manual (POM). This manual is fundamental as it outlines the policies, procedures, and operational guidelines for various services provided by USPS, including those related to retail services. The POM serves as a comprehensive resource for staff operating within postal facilities, ensuring that all operations align with USPS standards and federal regulations.

While the Retail Services Manual (RSM) might seem relevant since it specifically targets retail aspects, the POM encompasses a broader range of operational details that apply to all postal services, including those offered at retail locations. The Customer Service Guide (CSG) focuses on customer interactions and service enhancements rather than the overarching policies, and the Mail Processing Procedures Manual (MPPM) is specifically dedicated to mail processing operations, not retail aspects. Thus, the POM is the authoritative manual that governs policies and procedures across USPS retail services.