usps Flashcards
(82 cards)
During a delivery a customer asks you some questions about shipping options. You don’t know the answers to any of her questions
Most: Ask your supervisor if he knows the answers to her questions and take notes so you can tell the customer tomorrow.
Least: Tell her that you aren’t aware of the answers but there’s lots of shipping information on the usps site
A recently hired coworker is struggling to learn the role forcing everyone to work harder to pick up her slack
Most: Offer her advice on how to do the job correctly and efficiently
Least: Meet with your supervisor to suggest that a different role for the new coworker
A customer on your route is upset because his local post office doesn’t carry an item he wants. He needs it today and says he doesn’t have time to drive around looking for it
Most: Work to figure out what the customer needs the item for and suggest an in stock alternative
Least: Ask for your manager’s permission to pick up the product from another post office
Your supervisor asks you to finish a task before you leave on your route. While you are working on it you overhear two coworkers struggling to complete a task
Most: Offer to explain the task even tho it means you won’t finish your task before you leave
Least: Focus on your assigned task your coworker did not ask for help and you don’t want to make them uncomfortable
A customer on your route complains to you about poor service from one of your coworkers. He clearly wants to tell someone about his negative experience.
Most: Tell the customer you’re sorry for his experience and ask if there is anything you can do to help him
Least: Ask your supervisor to contact the customer since she will be able to better address the issue
A customer recently switched apartment units and is upset he hasn’t been receiving his mail he ask if you can give it to him now but you’re not supposed to until he files a change of address form
Most: Tell him you understand its frustrating but you’re required to deliver to the address marked on the mail and offer to walk through how to set up mail forwarding
Least: Remind the customer that he’s responsible for filling out a change of address form and if he doesn’t there’s nothing you can do
Out on your route a customer asks you how to locate a specific product he cannot find online
Most: Tell him you’re happy to help and describe where to find the item and follow up the next day to ensure he found it
Least: Help him find the product on the site and point out. he could save money by purchasing a different item that is on sale
While you are out delivering on your mail route a customer stops you and asks about a missing package you’re sure you delivered two days ago
Most: Explain the package was already delivered and ask if anyone else could have brought the package inside
Least: Confirm that you delivered the package and explain that policy states the customer is responsible for it after delivery
How much experience do you have in jobs in which interacting with customers has been your primary responsibility
So either lie or tell the truth I think imma lie so
Truth: 2-5 years
Lie: 5-10 years
If contacted how would your most recent supervisor rate your punctuality compared to others
The very best
In the last four years how many different jobs have you left voluntarily
0
If contacted how would your supervisor rate your customer service skills compared to others
The very best
If contacted how would your most recent supervisor rate your performance compared to others
The very best
How much unexcused absenteeism is acceptable before a person is formally disciplined
None
How long did you stay with your most recent employer before voluntarily leaving
I did not voluntarily leave my most recent employer
If contacted how would your supervisor at work rate your verbal communication skills compared to others
The very best
If contacted how would your most recent supervisor at work rate your drive to become a top performer compared to others
Extremely high
In your most recent job how many unexcused tardies did you have per month
None
Have your ever voluntarily left a job before getting a new one
No
If contacted how would your supervisor rate the quality of your work compared to others
The very best
How many times have you been formally recognized for high performance in previous jobs
More than 10
How many full time jobs have you voluntarily left within one month of starting
0
If contacted how would your most recent supervisor at work rate your attendance compared to others
The very best
How many times have you been disciplined for violating a policy at work
0
