What will be most and least likely to do. Please answer 1 to 10. No explanation is required
Customer Service Clerk Virtual Entry Assessment Customer Service Clerk Virtual Entry Assessment A customer paid for tracking on her package. However, when she searched for it, there was no information listed. She has her receipt with the tracking number. customer asks you for help locating a specific box to package his item for Priority Mail Express. He cannot find it in the post office. What would you be most and least likely to do? What would you be most and least likely to do? Most Pick One of Each Most Pick One of Each Least Least Let her know that the customer service line should be able to research the issue more quickly than you. Provide her with the number. Tell him you're happy to help and describe where to find the box. Follow up to ensure he finds it. Explain that usually this just means the package hasn't been scanned yet. If she waits a day, the tracking number should start working. Politely explain where the box is, and ask if he needs help finding anything else. Let her know that you understa at happened to the package Explain where the box is in the post office, and offer assistance with finding it . Tell her the package may have missed scanning at a location. Apologize for the issue and offer to look into it even though this may take Help him find the box, and point out he could save money by purchasing a Priority Mail box instead. Exit Replay 1/ 10 Replay 2/ 10 Customer Service Clerk Virtual Entry Assessment Customer Service Clerk Virtual Entry Assessment A customer is interested in shipping a package, but is unhappy with the price. He insists he can ship elsewhere for less. disappointedwants a new type of stamp that just came out last week. You discover it is out of stock in your post office. You apologize, but she seems What would you be most and least likely to do? What would you be most and least likely to do? Most Pick One of Each Least Most Pick One of Each Least Offer to check with your supervisor to see if anything can be done. Ask your supervisor how to handle the situation. Explain that it is a popular stamp and that a new shipment is expected tomorrow. Suggest she stop by and check again then. Explain that your prices are the same across the country, and that you are unfortunately unable to adjust the price. Offer to special order the stamps for her. Explain that while you may not be able to get it today, you'll try to get it as soon as possible Ask your supervisor if you can hold some mps for her when they are back in stock. Try to learn what the customer's shipping needs are, and suggest a similar but less expensive alternative. Tell her that if it is important for her to get the stamps today, you know of another post office close by that carries them. Admit the price is high, but point out that the Postal Service is the most reliable option. Exit Replay 3/ 10 Exit Replay 4 / 10 Customer Service Clerk Virtual Entry Assessment Customer Service Clerk Virtual Entry Assessment Your work area is very busy today and your team is having trouble keeping up. You not several coworkers are on their cell phones and not doing their share. A customer complains to you about poor service from one of your coworkers. He clearly wants to tell someone about his negative experience. Most Pick One of Each Most Pick One of Each Least Encourage everyone to help out so that the work wil be more manageable. Let him express his frustration, apologize for the situation, and ask if he'd like to speak with a supervisor. Don't focus on the people who are not and keep doing your job the right way. Explain that your coworker is normally very good, but is just extremely busy today. Increase your own efforts to make up for your ers who are not working hard. Page your supervisor to speak with the custo ddress the issue. Inform your supervisor that your coworkers are not performing their jobs so that she can handle the issue. Tell the customer you're sorry for his experience and assure him you'll do your best to help him today. Exit Il Pause 5/ 10 it Replay 6 / 10 Customer Service Clerk Virtual Entry Assessment Customer Service Clerk Virtual Entry Assessment Your supervisor asks you to finish a task before lunch. While you are working on it, you overhear two customers struggling to find a particular size of flat rate What would you be most and least likely to do? receipt to show that she bought it there . maged when she bought it. Your post office does carry the product, but she does not have What would you be most and least likely to do? Most Pick One of Each Pick One of Each Stop and help the customers find the box, even though it means you won't finish your other task before lunch. Refund the customer's money and offer a replacement product at no cost. Focus on your assigned task. The customers did not ask for help and you do not want to make them uncomfortable. Explain that you cannot give refunds without a receipt, but offer the customer store credit. Ask a coworker nearby to assist the customers while you finish your task Give the customer a refund for the product. Explain to her that in the future she should keep receipts for products she may return. Quickly tell the customers where they can find the box so you can finish your task . Tell her that you cannot refund her money. he that is not damaged. Exit II Pause 7/ 10 Replay 8 / 10 Customer Service Clerk Virtual Entry Assessment Customer Service Clerk Virtual Entry Assessment When you tell a customer that the Global Express mailing label he needs is out of st omes upset . He needs one today and says he doesn't have time A recently hired coworker is struggling to learn the role, forcing everyone to work harder to pick up her slack What would you be most and Most Most Pick One of Each Pick One of Each Be patient. You know her productivity will increase with experience. Ask your supervisor's permission to personally pi duct up from another post office. Offer to get your supervisor for the customer to share his complaint. Let her know you are available if she has any questions about the job. Offer her advice on how to do the job correctly and efficiently. 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. Meet with your supervisor to suggest that a different role might be better for the new coworker. Replay 9 / 10 Exit II Pause
