2. A customer asks you how to locate an item that she can’t find on the website during your delivery route.
What would you most and least likely do?

Tell her where to find the item and follow up the next day to make sure she found it

Kindly explain where the product is, and ask if she would like assistance locating anything else

Offer to help her find it and explain where she can locate it on the website

Locate the item on the website and recommend another product that’s on sale

ML -Kindly explain where the product is, and ask if she would like assistance locating anything else
With this response, you show that you have the ability to provide great customer service and you have a willingness to help. Both of these contribute to maintaining effective customer relations. Mail Carriers are also expected to supply customers with postal information when requested.

LL -Offer to help her find it and explain where she can locate it on the website
Although this response is helpful, it would be the least empathetic in this situation compared to the other options. Since the customer was having difficulty already, she may require more assistance than just an explanation of where to locate the product. In addition, helping the customer to find the information could potentially take a good bit of time and this takes you away from your efficiency.

3. A customer moved into a different apartment and is aggravated that she hasn’t received any mail. She asks if you can give it to her now, but you aren’t allowed until she files a change of address form.
What would you most and least likely do?

Tell the customer she needs to fill out a change of address form or the mail will not be delivered there

Tell her you can’t forward any mail without an address form because she may not be telling the truth

Explain that all customers must fill out the form due to their policy and it’s for her protection

Offer to help her set up the mail forwarding. Let her know you understand it can be aggravating but you have to follow procedure

ML -Offer to help her set up the mail forwarding. Let her know you understand it can be aggravating but you have to follow procedure
All of these responses would be appropriate since they show you following policies and adhering to postal laws. However, we learned from the Mail Carrier Analysis that the Post Office expects Mail Carriers to be empathetic. In this scenario, the Mail Carrier demonstrates empathy when he lets the customer know he understands her aggravation.

LL -Tell her you can’t forward any mail without an address form because she may not be telling the truth
Part of the Mail Carrier’s responsibilities is to provide change of address forms to customers. In this response, the Mail Carrier advised he could not forward the mail but he failed to provide her with the change of address form she needed. Also, an employee should refrain from making any statements to customers which may be viewed as derogatory. In this response, it is suggested that the customer may not be honest. This is not a good way to maintain effective customer relations.

4. While you’re on your delivery route, a customer comes up to you and complains about a negative experience she had with one of your coworker’s. You can tell she really wants to talk to someone about what happened.
What would you most and least likely do?

Let her know you’re sorry about what happened after she expressed her concerns and ask if she would like to talk to your supervisor

Tell the customer it was probably just very hectic and your coworker was having a rough day

Inform your supervisor, who would be able to handle the situation and contact the customer

Ask if there is anything you can do to help and apologize about what happened

ML -Let her know you’re sorry about what happened after she expressed her concerns and ask if she would like to talk to your supervisor
Mail Carriers are the face of the Postal Service and often encounter situations where they respond to customers concerns and requests. This response allows the customer express her concern to you, receive a sincere apology, and have an opportunity to talk with a supervisor. Mail Carriers are expected to communicate unusual incidents related to mail delivery to a supervisor. If the customer was compelled to speak to a supervisor, the Mail Carrier would have reported the incident.

LL -Ask if there is anything you can do to help and apologize about what happened
Although this is a good response, it is not the most desirable response for a Mail Carrier. Similar to the ideal answer explained above, with this choice there is an apology and an offer for additional assistance. But what makes once choice better than the other is the offer to speak your supervisor. Clearly that would be a better choice because when the customer initially complained to the Mail Carrier, it was obvious still wanted to talk to someone.

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