CLT CORNELIEKE FINAL PAPER
QUESTIONS AND ANSWERS FULL
SOLUTION BUNDLE ACCURATE CONTENT
●● A customer asks you how to locate an item that she can't find on the
website during your delivery route.
Answer: ML -Kindly explain where the product is, and ask if she would
like assistance locating anything else.
LL -Offer to help her find it and explain where she can locate it on the
website
●● 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.
Answer: 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.
LL -Tell her you can't forward any mail without an address form because
she may not be telling the truth
●● 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.
, Answer: 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.
LL -Ask if there is anything you can do to help and apologize about
what happened
●● 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.
Answer: ML -Help explain the task quickly to your coworker so you can
finish your assignment on time.
LL -Finish your own assignment since they didn't ask you for help
●● 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.
Answer: ML -Ask the customer what he needs the product for, and
recommend other options that are available.
LL -Locate the product at another post office and ask your supervisor if
you can personally pick it up
●● A customer stops you on your route and asks you some questions
about shipping that you don't know the answers to.
Answer: 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.
QUESTIONS AND ANSWERS FULL
SOLUTION BUNDLE ACCURATE CONTENT
●● A customer asks you how to locate an item that she can't find on the
website during your delivery route.
Answer: ML -Kindly explain where the product is, and ask if she would
like assistance locating anything else.
LL -Offer to help her find it and explain where she can locate it on the
website
●● 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.
Answer: 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.
LL -Tell her you can't forward any mail without an address form because
she may not be telling the truth
●● 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.
, Answer: 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.
LL -Ask if there is anything you can do to help and apologize about
what happened
●● 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.
Answer: ML -Help explain the task quickly to your coworker so you can
finish your assignment on time.
LL -Finish your own assignment since they didn't ask you for help
●● 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.
Answer: ML -Ask the customer what he needs the product for, and
recommend other options that are available.
LL -Locate the product at another post office and ask your supervisor if
you can personally pick it up
●● A customer stops you on your route and asks you some questions
about shipping that you don't know the answers to.
Answer: 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.
