Question: 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

Answer: 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

Question: 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

Answer: 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

Question: 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

Answer: 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

Question: 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

Answer:

Question: 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

Answer: 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