Customer service
A customer opted for the tracking feature when sending a package and paid the fee. Unfortunately,
when she attempted to locate the package, she found no tracking information. She retained her receipt
which lists the tracking confirmation number. Correct Answer: ML- Explain that you understand her
concern and you will research the matter.
LL- Explain that when this happens it is typically the result of the package not being scanned yet. The
tracking number should appear the following day.
A new employee is having difficulty learning the position which is making everyone do more work to
make up for it. Correct Answer: ML -You remain patient since you know the new coworker will get
better with experience.
LL- Tell your supervisor about it and suggest that a different position may be better for him.
When you tell a customer that the Global Express mailing label he needs is out of stock, he becomes
upset. He needs one today and says he doesn't have time to drive around looking for it. Correct Answer:
ML -Work to figure out what the customer needs the label for, and suggest an in-stock alternative.
LL- Ask your supervisor's permission to personally pick the product up from another post office.
A customer is trying to return a set of birthday cards she says was damaged when she bought it. Your
post office does carry the product, but she does not have the receipt to show that she bought it there.
Correct Answer: ML- Tell her that you cannot refund her money, but offer to exchange her product for
one that is not damaged.
LL -Refund the customer's money and offer a replacement product at no cost
Your supervisor asks you to finish a task before lunch. While you are working on it, you overhear two
customers struggling to find a particular size of flat rate box. Correct Answer: ML- Quickly tell the
customers where they can find the box so you can finish your task
LL- Focus on your assigned task. The customers did not ask for help and you do not want to make them
uncomfortable.
A customer complains to you about poor service from one of your coworkers. He clearly wants to tell
someone about his negative experience. Correct Answer: ML- Let him express his frustration, apologize
for the situation, and ask if he'd like to speak with a supervisor.
LL- Explain that your coworker is normally very good, but is just extremely busy today.
our department is extremely busy today and your team is struggling to keep up with the pace. You
observe a few coworkers taking personal calls on their cell phones and not handling their share of the
workload Correct Answer: ML- Encourage your coworkers to work together as a team so the workload
can effectively be managed.
LL- Double your own efforts to make up for your coworkers who are not handling their share of the
work.
, A customer is interested in shipping a package, but is unhappy with the price. He insists he can ship
elsewhere for less. Correct Answer: ML -Try to learn what the customer's needs are, and suggest a
similar but less expensive alternative.
LL- Explain that your prices are the same across the country, and that you are unfortunately unable to
adjust the price.
A customer wants a new type of stamp that just came out last week. You discover it is out of stock in
your post office. You apologize, but she seems disappointed. Correct Answer: ML- Offer to special order
the stamps for her. Explain that while you may not be able to get it today, you'll try to get it as soon as
possible.
LL- Tell her that if it is important for her to get the stamps today, you know of another post office close
by that carries them.
A customer asks you for help locating a specific box to package his item for Priority Mail Express. He
cannot find it in the post office. Correct Answer: ML- Politely explain where the box is, and ask if he
needs help finding anything else.
LL- Explain where the box is in the post office, and offer assistance with finding it.
Individuals should express when something is bothering them?
I can tell when someone is frustrated or upset? Correct Answer: MLM: I can tell when someone is
frustrated or upset
I prefer setting goals that are challenging and push my abilities?-
I like setting goals that I know are practical and reachable? Correct Answer: MLM: I prefer setting goals
that are challenging and push my abilities
I do what is required of me at work?
I try to do more than what is required of me at work? Correct Answer: MLM: I try to do more than what
is required of me at work
My coworkers aggravate me at times?
I never get aggravated at my coworkers? Correct Answer: MLM: I never get aggravated at my coworkers
I prefer to work in a stress-free environment?
I prefer working under pressure? Correct Answer: MLM: I prefer working under pressure
If you try hard enough, you will succeed?
There is no way to guarantee success? Correct Answer: MLM: If you try hard enough, you will succeed
People shouldn't always expect their coworkers to help them with their work?
If my coworker needs help, I'm always willing to assist them? Correct Answer: SLM: If my coworker
needs help, I'm always willing to assist them
I am often described as being quiet?
I am often describes as being very outgoing? Correct Answer: MLM: I am often describes as being very
outgoing
My performance is best when I am very busy at work?
A customer opted for the tracking feature when sending a package and paid the fee. Unfortunately,
when she attempted to locate the package, she found no tracking information. She retained her receipt
which lists the tracking confirmation number. Correct Answer: ML- Explain that you understand her
concern and you will research the matter.
LL- Explain that when this happens it is typically the result of the package not being scanned yet. The
tracking number should appear the following day.
A new employee is having difficulty learning the position which is making everyone do more work to
make up for it. Correct Answer: ML -You remain patient since you know the new coworker will get
better with experience.
LL- Tell your supervisor about it and suggest that a different position may be better for him.
When you tell a customer that the Global Express mailing label he needs is out of stock, he becomes
upset. He needs one today and says he doesn't have time to drive around looking for it. Correct Answer:
ML -Work to figure out what the customer needs the label for, and suggest an in-stock alternative.
LL- Ask your supervisor's permission to personally pick the product up from another post office.
A customer is trying to return a set of birthday cards she says was damaged when she bought it. Your
post office does carry the product, but she does not have the receipt to show that she bought it there.
Correct Answer: ML- Tell her that you cannot refund her money, but offer to exchange her product for
one that is not damaged.
LL -Refund the customer's money and offer a replacement product at no cost
Your supervisor asks you to finish a task before lunch. While you are working on it, you overhear two
customers struggling to find a particular size of flat rate box. Correct Answer: ML- Quickly tell the
customers where they can find the box so you can finish your task
LL- Focus on your assigned task. The customers did not ask for help and you do not want to make them
uncomfortable.
A customer complains to you about poor service from one of your coworkers. He clearly wants to tell
someone about his negative experience. Correct Answer: ML- Let him express his frustration, apologize
for the situation, and ask if he'd like to speak with a supervisor.
LL- Explain that your coworker is normally very good, but is just extremely busy today.
our department is extremely busy today and your team is struggling to keep up with the pace. You
observe a few coworkers taking personal calls on their cell phones and not handling their share of the
workload Correct Answer: ML- Encourage your coworkers to work together as a team so the workload
can effectively be managed.
LL- Double your own efforts to make up for your coworkers who are not handling their share of the
work.
, A customer is interested in shipping a package, but is unhappy with the price. He insists he can ship
elsewhere for less. Correct Answer: ML -Try to learn what the customer's needs are, and suggest a
similar but less expensive alternative.
LL- Explain that your prices are the same across the country, and that you are unfortunately unable to
adjust the price.
A customer wants a new type of stamp that just came out last week. You discover it is out of stock in
your post office. You apologize, but she seems disappointed. Correct Answer: ML- Offer to special order
the stamps for her. Explain that while you may not be able to get it today, you'll try to get it as soon as
possible.
LL- Tell her that if it is important for her to get the stamps today, you know of another post office close
by that carries them.
A customer asks you for help locating a specific box to package his item for Priority Mail Express. He
cannot find it in the post office. Correct Answer: ML- Politely explain where the box is, and ask if he
needs help finding anything else.
LL- Explain where the box is in the post office, and offer assistance with finding it.
Individuals should express when something is bothering them?
I can tell when someone is frustrated or upset? Correct Answer: MLM: I can tell when someone is
frustrated or upset
I prefer setting goals that are challenging and push my abilities?-
I like setting goals that I know are practical and reachable? Correct Answer: MLM: I prefer setting goals
that are challenging and push my abilities
I do what is required of me at work?
I try to do more than what is required of me at work? Correct Answer: MLM: I try to do more than what
is required of me at work
My coworkers aggravate me at times?
I never get aggravated at my coworkers? Correct Answer: MLM: I never get aggravated at my coworkers
I prefer to work in a stress-free environment?
I prefer working under pressure? Correct Answer: MLM: I prefer working under pressure
If you try hard enough, you will succeed?
There is no way to guarantee success? Correct Answer: MLM: If you try hard enough, you will succeed
People shouldn't always expect their coworkers to help them with their work?
If my coworker needs help, I'm always willing to assist them? Correct Answer: SLM: If my coworker
needs help, I'm always willing to assist them
I am often described as being quiet?
I am often describes as being very outgoing? Correct Answer: MLM: I am often describes as being very
outgoing
My performance is best when I am very busy at work?
