Customer service
1. 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.: 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.
2. A new employee is having difficulty learning the position which is making everyone do more work to make up
for it.: 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.
3. 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.: 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.
4. 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.: 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
5. 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.: 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.
6. A customer complains to you about poor service from one of your cowork- ers. He clearly wants to tell
someone about his negative experience.: 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.
7. 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: ML-
Encourage your coworkers to work together as a team so the workload can effectively be managed.
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, Customer service
L- Double your own efforts to make up for your coworkers who are not handling their share of the work.
8. A customer is interested in shipping a package, but is unhappy with the price. He insists he can ship
elsewhere for less.: ML -Try to learn what the customer's needs are, and suggest a similar but less expensive
alternative.
L- Explain that your prices are the same across the country, and that you are unfortunately unable to adjust the price.
9. 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.: 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.
L- 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.
10.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.: ML- Politely explain where the box is, and ask if he needs help finding anything else.
L- Explain where the box is in the post office, and offer assistance with finding it.
11.Individuals should express when something is bothering them?
can tell when someone is frustrated or upset?: MLM: I can tell when someone is frustrated or upset
12.I prefer setting goals that are challenging and push my abilities?-
like setting goals that I know are practical and reachable?: MLM: I prefer setting goals that are challenging and push my
abilities
13.I do what is required of me at work?
try to do more than what is required of me at work?: MLM: I try to do more than what is required of me at work
14.My coworkers aggravate me at times?
never get aggravated at my coworkers?: MLM: I never get aggravated at my coworkers
15.I prefer to work in a stress-free environment?
prefer working under pressure?: MLM: I prefer working under pressure
16.If you try hard enough, you will succeed?
here is no way to guarantee success?: MLM: If you try hard enough, you will succeed
17.People shouldn't always expect their coworkers to help them with their work?
my coworker needs help, I'm always willing to assist them?: SLM: If my coworker needs help, I'm always willing to
assist them
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6
1. 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.: 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.
2. A new employee is having difficulty learning the position which is making everyone do more work to make up
for it.: 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.
3. 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.: 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.
4. 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.: 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
5. 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.: 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.
6. A customer complains to you about poor service from one of your cowork- ers. He clearly wants to tell
someone about his negative experience.: 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.
7. 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: ML-
Encourage your coworkers to work together as a team so the workload can effectively be managed.
1/
6
, Customer service
L- Double your own efforts to make up for your coworkers who are not handling their share of the work.
8. A customer is interested in shipping a package, but is unhappy with the price. He insists he can ship
elsewhere for less.: ML -Try to learn what the customer's needs are, and suggest a similar but less expensive
alternative.
L- Explain that your prices are the same across the country, and that you are unfortunately unable to adjust the price.
9. 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.: 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.
L- 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.
10.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.: ML- Politely explain where the box is, and ask if he needs help finding anything else.
L- Explain where the box is in the post office, and offer assistance with finding it.
11.Individuals should express when something is bothering them?
can tell when someone is frustrated or upset?: MLM: I can tell when someone is frustrated or upset
12.I prefer setting goals that are challenging and push my abilities?-
like setting goals that I know are practical and reachable?: MLM: I prefer setting goals that are challenging and push my
abilities
13.I do what is required of me at work?
try to do more than what is required of me at work?: MLM: I try to do more than what is required of me at work
14.My coworkers aggravate me at times?
never get aggravated at my coworkers?: MLM: I never get aggravated at my coworkers
15.I prefer to work in a stress-free environment?
prefer working under pressure?: MLM: I prefer working under pressure
16.If you try hard enough, you will succeed?
here is no way to guarantee success?: MLM: If you try hard enough, you will succeed
17.People shouldn't always expect their coworkers to help them with their work?
my coworker needs help, I'm always willing to assist them?: SLM: If my coworker needs help, I'm always willing to
assist them
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