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USPS · Work Scenarios

A customer asks you to leave their package somewhere unusual (like a hidden spot) for security. What should you do?

Correct answer

Follow established delivery procedures and any valid delivery instructions on file; reasonable, safe requests consistent with procedure can be accommodated, but you should follow USPS guidelines rather than informal arrangements that violate procedure

  1. A Always refuse any special requests
  2. B Follow established delivery procedures and any valid delivery instructions on file; reasonable, safe requests consistent with procedure can be accommodated, but you should follow USPS guidelines rather than informal arrangements that violate procedure
  3. C Do exactly whatever the customer says
  4. D Leave packages anywhere convenient

Why this is the answer

Following PROCEDURE while providing good service: Delivery should follow ESTABLISHED PROCEDURES and valid delivery instructions on file. Reasonable, safe requests consistent with USPS guidelines can be accommodated, but carriers should follow proper procedures rather than informal arrangements that violate policy or compromise mail security/proof of delivery. Blanket refusal of all requests is poor service; doing 'whatever the customer says' or leaving packages anywhere ignores security and procedure. The 474 VEA rewards balancing customer service with adherence to proper delivery procedures and security — accommodating valid requests within the framework of USPS guidelines.
Source: USPS 474 VEA — Work Scenarios, Special Delivery Requests

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