USPS VIRTUAL ASSESSMENT 475
Questions and Answers
1. A customer complains that she spent 30 minutes with one of your fellow
employees who could not find the tracking information for her US PS package
even though she provide him with a tracking number
Answer Best
Apologize and ask her for the tracking number retrieve the relevant information to see if there's anything else
she needs
Worst
Answer apologize and explain that your fellow employee is new and therefore an experience with such a request
2. Your fellow postal employee made several errors what you had to amend
slowing down the productivity of your work you suspect this is due to her
struggling with the new work procedures Recently introduced by your post- master
Answer Best
1/
5
, Point out her mistakes and demonstrated accurate way to complete her work for the new procedures
Worst
Answer inform the postmaster of the situation suggested new procedures be dismissed as this is slowing down your work
productivity
3. A customer is upset as she purchased a specific stationary set that her
daughter wanted as a gift for her birthday which is today she later realized the
pen is missing from the set and she now wants to exchange it for the same
complete Set which unfortunately is out of stock
Answer Best
Locate another post oflce that has a specific set and tell her that she can get it there
Worst
Answer suggest that she make an official complaint that you will pass on to your postmaster
4. You have received a large delivery of new shipping supplies and have been
2/
5
Questions and Answers
1. A customer complains that she spent 30 minutes with one of your fellow
employees who could not find the tracking information for her US PS package
even though she provide him with a tracking number
Answer Best
Apologize and ask her for the tracking number retrieve the relevant information to see if there's anything else
she needs
Worst
Answer apologize and explain that your fellow employee is new and therefore an experience with such a request
2. Your fellow postal employee made several errors what you had to amend
slowing down the productivity of your work you suspect this is due to her
struggling with the new work procedures Recently introduced by your post- master
Answer Best
1/
5
, Point out her mistakes and demonstrated accurate way to complete her work for the new procedures
Worst
Answer inform the postmaster of the situation suggested new procedures be dismissed as this is slowing down your work
productivity
3. A customer is upset as she purchased a specific stationary set that her
daughter wanted as a gift for her birthday which is today she later realized the
pen is missing from the set and she now wants to exchange it for the same
complete Set which unfortunately is out of stock
Answer Best
Locate another post oflce that has a specific set and tell her that she can get it there
Worst
Answer suggest that she make an official complaint that you will pass on to your postmaster
4. You have received a large delivery of new shipping supplies and have been
2/
5
