How should you respond when a customer complains about another Postal employee?

Responding to a customer complaint about another Postal employee requires a balanced and measured approach that maintains professionalism and addresses the customer’s concerns. By explaining that the employee is usually good but may have had a bad day, you acknowledge the customer's feelings while also providing context that can help diffuse the situation. This approach demonstrates empathy, suggesting that it's an isolated incident rather than a reflection of the employee's typical performance.

In this manner, the response allows the customer to feel heard and understood, creating an atmosphere of trust. It helps to reinforce that the Postal Service values both customer experiences and employee professionalism, while also encouraging the customer to view the situation more positively.

Other options, such as agreeing with the customer or suggesting they file a formal complaint, do not adequately resolve the conflict or may escalate the situation further. Referring them directly to the employee in question might also create discomfort and may not lead to a satisfactory resolution for the customer.