Post Dispatcher Test Customer Service and Communication

Question 1

A customer comes to the counter upset about a lost package. What is the BEST first step a post dispatcher should take?

Accepted Answer

Listen attentively and acknowledge the customer's concern before gathering details

Answer

The best first step is to actively listen and acknowledge the customer's frustration before beginning to investigate or solve the problem.

Question 2

Which USPS service allows customers to file a missing mail search request online?

Accepted Answer

Missing Mail Search (MMS) via usps.com

Answer

Customers can submit a Missing Mail Search request through usps.com to have USPS search for lost or delayed mail.

Question 3

A customer asks what 'Informed Delivery' is. Which description is correct?

Accepted Answer

A free service that emails customers grayscale images of incoming letter-sized mail

Answer

Informed Delivery is a free USPS service that sends customers daily email previews with grayscale scanned images of incoming letter-sized mail.

Question 4

When a postal employee handles a customer complaint, what should be documented?

Accepted Answer

The date, nature of the complaint, and actions taken to resolve it

Answer

Proper documentation of complaints includes the date, the nature of the issue, and all steps taken toward resolution.

Question 5

A customer wants to hold their mail while on vacation. What is the maximum number of days USPS will hold mail?

Accepted Answer

30 days

Answer

USPS will hold mail for a maximum of 30 days under the Hold Mail service.

Post Dispatcher Test Practice Test