USPS virtual assessment 475

A customer complains that she spent 30 minutes with one of your fellow employees who could not find the tracking information for her US PS package even though she provide him with a tracking number

Best: Apologize and ask her for the tracking number retrieve the relevant information to see if there's anything else she needs Worst: apologize and explain that your fellow employee is new and therefore an experience with such a request

A customer is interested to know if you may ship pesticide products by post you are uncertain of the answer especially as the restricted goods policy was updated yesterday and you haven't you had a chance to go over it

Best: Check the restricted good list on the USPS website and provide the customer with an answer Worst: apologize to the customer tell him you were on certain of the answer due to a recent change in policy

A customer is upset as she purchased a specific stationary set that her daughter wanted as a gift for her birthday which is today she later realized the pen is missing from the set and she now wants to exchange it for the same complete Set which unfortunately is out of stock

Best: Locate another post office that has a specific set and tell her that she can get it there Worst: suggest that she make an official complaint that you will pass on to your postmaster

Your fellow postal employee made several errors what you had to amend slowing down the productivity of your work you suspect this is due to her struggling with the new work procedures Recently introduced by your postmaster

Best: Point out her mistakes and demonstrated accurate way to complete her work for the new procedures Worst: inform the postmaster of the situation suggested new procedures be dismissed as this is slowing down your work productivity

There is a large line of people waiting to be served do you notice that your fellow employees work is slower than usual checking her phone messages in between serving customers

Best: discreetly mention the long line and encourage her to speed up her work pace Worst: Focus on doing your job perhaps she will notice a long line and adjust her behavior accordingly

You have received a large delivery of new shipping supplies and have been asked to finish stacking them on the shelves by lunchtime while stacking you notice that your fellow postal employee is struggling with the customers request

Best: give your colleague quick guidance regarding the customers request and return to staffing so you can complete your task on time also ask another person employee to get help with the customers request so you can complete your task on time Worst: continue stocking the shelves in order to complete your task on time

A customer has approached you to purchase a set of stamps you price it for her and she is out raged by the cost claiming that the price is much too expensive for a set of stamps

Best: offered to show her a cheaper range of stamps Worst: Tell her there is nothing you can do as this is a USPS regulated price

A customer is expecting an important delivery according to the tracking information the status of her package indicates it is out for delivery she was scheduled to receive her package this morning it is now noon she is worried her package has been misplaced

Best: reassure her that her package is out for delivery explained that the status would have changed if the package was misplaced Worst: tell her that you do not have any more information than what is provided on the website