5. As you’re finishing up an assignment before you leave for your delivery route, you see a coworker having trouble on a task next to you.
What would you most and least likely do?

Offer to help, even if you don’t finish your own assignment before you go on your route

Finish your own assignment since they didn’t ask you for help

See if another coworker is available nearby to help them while you finish your work

Help explain the task quickly to your coworker so you can finish your assignment on time

ML -Help explain the task quickly to your coworker so you can finish your assignment on time
A Mail Carrier often works in a fast-paced environment and has a daily routine that is important to stay on schedule. This response best reflects that you are a team player, as a Mail Carrier is expected to be, and also you are responsible by making sure you finish your assignment before you go out on your route.

LL -Finish your own assignment since they didn’t ask you for help
Although it is important to be hard working, the USPS expects Mail Carriers to be team players and work together. This response does not reflect those attributes.

6. You are on your route when you come across an upset customer. He needs a product that is not available at his local post office and does not have time to find it elsewhere.
What would you most and least likely do?

Locate the product at another post office and ask your supervisor if you can personally pick it up

Inform the customer they can call the post office and speak with a supervisor about his complaint

Tell the customer you will let him know when its back in stock

Ask the customer what he needs the product for, and recommend other options that are available

ML -Ask the customer what he needs the product for, and recommend other options that are available
We learned from the Mail Carrier Analysis that Mail Carriers are responsible for assisting customers with product information. In this response, the Mail Carrier worked with the customer toward a resolution and found another acceptable alternative which satisfied the customer.

LL -Locate the product at another post office and ask your supervisor if you can personally pick it up
Although this response demonstrates a nice gesture, doing a personal favor for a customer would violate the postal policies, procedures, and laws.

7. A customer stops you on your route and asks you some questions about shipping that you don’t know the answers to.
What would you most and least likely do?

Let the customer know you are not sure of the answers and apologize. A Mail Carrier’s job is to deliver mail on time.

Tell the customer you aren’t certain but will have the answers for him tomorrow. After your route, spend some time finding out and getting the information to relay back

Ask your supervisor, and write down the answers to tell the customer tomorrow

Let the customer know you don’t know the answers and suggest they check for the information on the USPS website

ML -Tell the customer you aren’t certain but will have the answers for him tomorrow. After your route, spend some time finding out and getting the information to relay back
Mail Carriers are expected to be hard working and have an optimistic approach to job tasks. This response shows that you are eager to help and learn about the correct information that will answer the customer’s questions and any future questions about the matter.

LL -Let the customer know you are not sure of the answers and apologize. A Mail Carrier’s job is to deliver mail on time.
Although you are being honest by admitting to not knowing the answers, this response shows that you are not willing to help or offer any type of solution. It is the responsibility of the Mail Carrier to provide customers with postal information as needed. In addition, when a customer asks for help, an employee should never respond by stating or suggesting it is not their job to handle that type of request. The ideal Mail Carrier would never behave in this manner.

8. A new employee is having difficulty learning the position which is making everyone do more work to make up for it.
What would you most and least likely do?

You remain patient since you know the new coworker will get better with experience

Offer to answer any questions he has about the position and let him know you’re available

Make suggestions for how to do the job efficiently and correctly

Tell your supervisor about it and suggest that a different position may be better for him

ML -You remain patient since you know the new coworker will get better with experience
As we learned in the Mail Carrier Analysis, we know that Mail Carriers are expected to have a positive attitude and be empathetic. This response best shows that you understand a new job can be challenging and can take some getting used to. A learning curve is expected. It is best to keep a positive attitude and know that as the new employee gains more experience, their performance will improve.

LL -Tell your supervisor about it and suggest that a different position may be better for him
This response is the opposite of the “Most Likely” one, by showing you do not want to give the new employee a chance to learn the position and think they should switch to something else that wouldn’t impact production. This would not demonstrate being optimistic or empathetic. That would not be the behavior of the ideal Mail Carrier.

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