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USPS · Customer Interaction and Service

A customer approaches the counter very distressed — they sent an important document that was supposed to arrive three days ago and has not. They are nearly in tears. What is your first response?

Correct answer

Acknowledge their distress with empathy; ask for their receipt and tracking information; look up the package status to give them the most current information available

  1. A Tell them delays happen all the time and to come back if it doesn't arrive
  2. B Immediately tell them to file a claim
  3. C Acknowledge their distress with empathy; ask for their receipt and tracking information; look up the package status to give them the most current information available
  4. D Tell them it's not your fault and there's nothing you can do

Why this is the answer

Empathetic acknowledgment before information-gathering is the professional standard for emotional customer service interactions. The customer needs to feel heard before they can receive information. Jumping straight to tracking without acknowledging their distress feels dismissive. Immediately redirecting to a claim (before even checking status) may not be necessary. 'It's not my fault' — while possibly true — is never the right customer service response.
Source: USPS 477 VEA, Emotional Customer Service

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