2. 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 Customer Service Clerk Analysis, we know that Customer Service Clerks are expected to be pleasant with customers and others. 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 your productivity. This would not demonstrate a pleasant disposition. That would not be the behavior of the ideal Customer Service Clerk.

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.
What would you most and least likely do?

Ask your supervisor’s permission to personally pick the product up from another post office

Offer to get your supervisor for the customer to share his complaint

Offer to call the customer when the product is back in stock

Work to figure out what the customer needs the label for, and suggest an in-stock alternative

ML Work to figure out what the customer needs the label for, and suggest an in-stock alternative.
Customer Service Clerks are responsible for suggestive selling. In other words, if a customer is in need of a product or service, the Customer Service Clerk should suggest a particular item to accommodate the customer’s needs. This would be how the ideal Customer Service Clerk would respond.

LL Ask your supervisor’s permission to personally pick the product up from another post office.
Offering to pick up the product on your personal time is a kind gesture, but not a smart one. Conducting company business on personal time places a great deal of liability on the employer. Also, picking up the product from another post office gives revenue generated from that product to the other post office.

Although your location and the other location are part of the same organization, one of your goals is to produce sales for your location.

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