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USPS · Describe Your Approach

A customer on your route repeatedly leaves hostile notes in their mailbox complaining about delivery. How do you respond?

Correct answer

Deliver their mail professionally and consistently; if there is a genuine delivery concern, report it to your supervisor so it can be addressed through proper channels

  1. A Write a hostile note back
  2. B Ignore all their mail from now on
  3. C Deliver their mail professionally and consistently; if there is a genuine delivery concern, report it to your supervisor so it can be addressed through proper channels
  4. D Complain about the customer to other residents on the route

Why this is the answer

Professionalism requires maintaining service regardless of customer hostility. Your job is to deliver mail correctly and consistently. If there is a legitimate concern raised in the notes (wrong box, bent mail, etc.), report it so it can be addressed. If the notes are simply hostile without substance, continue professional delivery and let your supervisor know the situation exists. Your conduct reflects USPS standards even when customers are difficult.
Source: USPS 474 VEA, Customer Relations

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