Podcast
Questions and Answers
What would you be most likely to do if a customer asks questions about shipping choices, but you do not know the answers?
What would you be most likely to do if a customer asks questions about shipping choices, but you do not know the answers?
- Say you will have answers tomorrow and research the shipping choices after finishing your deliveries.
- Ask a colleague for help.
- Say you do not know about shipping choices and suggest that he look on the USPS. (correct)
- Direct the customer to a manager.
What would you be least likely to do if a new employee is having trouble learning his job?
What would you be least likely to do if a new employee is having trouble learning his job?
- Tell him how to do his job quicker and better.
- Do nothing because his production should improve over time. (correct)
- Help him with specific tasks.
- Offer him training resources.
What would you be most likely to do if a customer is angry because the nearby Post Office does not have a product he needs?
What would you be most likely to do if a customer is angry because the nearby Post Office does not have a product he needs?
- Apologize and offer a discount.
- Tell the customer the product is out of stock.
- Suggest an alternate product that may work. (correct)
- Go get the product at another facility and bring it back.
What would you be least likely to do if you see two coworkers having trouble with a job while you are completing a task?
What would you be least likely to do if you see two coworkers having trouble with a job while you are completing a task?
What would you be most likely to do if a customer complains about another Postal employee?
What would you be most likely to do if a customer complains about another Postal employee?
What would you be least likely to do if a customer who moved is not receiving his mail because he did not submit a Change of Address form?
What would you be least likely to do if a customer who moved is not receiving his mail because he did not submit a Change of Address form?
What would you be most likely to do if a customer on your route asks how to find something on the USPS website?
What would you be most likely to do if a customer on your route asks how to find something on the USPS website?
What would you be least likely to do if a customer asks about the status of a package that you delivered days ago?
What would you be least likely to do if a customer asks about the status of a package that you delivered days ago?
How much experience do you have working directly with customers?
How much experience do you have working directly with customers?
How would your latest manager rate your punctuality compared to other employees?
How would your latest manager rate your punctuality compared to other employees?
How many jobs have you left voluntarily in the last four years?
How many jobs have you left voluntarily in the last four years?
How would your latest manager rate your customer service skills compared to others?
How would your latest manager rate your customer service skills compared to others?
How would your latest manager rate your performance compared to other employees?
How would your latest manager rate your performance compared to other employees?
How many unexcused absences are acceptable before an employee is disciplined?
How many unexcused absences are acceptable before an employee is disciplined?
How long were you at your latest job before voluntarily leaving?
How long were you at your latest job before voluntarily leaving?
How would your latest manager rate your verbal communication skills?
How would your latest manager rate your verbal communication skills?
How would your latest manager rate your motivation to become a top performer?
How would your latest manager rate your motivation to become a top performer?
How many unexcused tardies did you have per month at your latest job?
How many unexcused tardies did you have per month at your latest job?
How would your latest manager rate the quality of your work?
How would your latest manager rate the quality of your work?
How many times have you been honored for high performance on the job?
How many times have you been honored for high performance on the job?
How many full-time jobs have you left voluntarily within one month of starting?
How many full-time jobs have you left voluntarily within one month of starting?
How would your latest manager rate your attendance compared to other employees?
How would your latest manager rate your attendance compared to other employees?
How many times have you been disciplined for violating a company policy?
How many times have you been disciplined for violating a company policy?
How many times per year did you have unexcused absences at your latest job?
How many times per year did you have unexcused absences at your latest job?
What is the longest time you stayed with one employer without voluntarily leaving?
What is the longest time you stayed with one employer without voluntarily leaving?
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Study Notes
Customer Service Scenarios
- When uncertain about shipping choices, the best response is to admit lack of knowledge and direct the customer to USPS resources, while the least advisable response is to promise answers later without immediate action.
- Assisting a struggling new employee by providing guidance enhances team productivity; in contrast, doing nothing may prolong inefficiency.
- If a customer is upset due to product unavailability, suggesting alternatives is most effective, while fetching the product from another location is impractical.
- Balancing personal task completion while offering brief assistance to coworkers is advised over ignoring them entirely.
- Handling customer complaints should involve empathy and context recognition, rather than merely directing them to escalate the issue further.
Postal Policies and Procedures
- Customers who fail to submit a Change of Address form cannot receive their mail due to Postal policy, making it essential to communicate this clearly rather than imply helplessness.
- Guiding customers on locating information on the USPS website is preferred, instead of offering to navigate it for them.
- Inquiries about package statuses post-delivery should affirm the recipient's responsibility, rather than suggesting theft without evidence.
Personal Experience and Performance
- Extensive customer service experience spans 5-10 years, indicating a solid foundation in handling various interactions.
- Performance evaluations from the latest manager consistently rate punctuality, customer service, overall performance, communication skills, and attendance as outstanding.
- Demonstrated reliability with no voluntary job departures in the last four years and zero unexcused absences or tardies at the latest job.
- Recognition for high performance includes receiving 7-10 honors, showcasing a commitment to excellence in the workplace.
Employment History
- Retained the latest job without voluntary separation, emphasizing stability and dedication to past roles.
- Duration with any employer is substantial, ranging from 5-10 years, indicating long-term commitment to previous positions.
- No instances of disciplinary actions for policy violations reflect a strong adherence to workplace standards.
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