Postal Service 474 Practice Exam

In which situation should a Postal worker seek help from a supervisor?

1. When a customer is unhappy about delivery timings

2. When working with an inexperienced team member

3. When encountering any customer inquiries

4. When dealing with difficult customers

The correct answer is: When dealing with difficult customers

A Postal worker should seek help from a supervisor when dealing with difficult customers because these situations can escalate and require more experienced handling or authority to resolve. Difficult customers may express dissatisfaction or anger, and a supervisor is trained to de-escalate such situations effectively. They possess the skills and authority to offer solutions or make exceptions that a frontline worker may not be empowered to enact. Seeking assistance ensures that the customer's concerns are addressed adequately while maintaining professionalism and protecting the worker from potential conflicts. In contexts like customer inquiries or delivery timing issues, these are typically situations a postal worker can manage on their own by providing information or reassurance. Similarly, while working with an inexperienced team member may present challenges, it usually falls within the normal scope of teamwork duties and can often be resolved through guidance from peers rather than requiring supervisory intervention.