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USPS · Tell Us Your Story (CS)

How do you best describe your response when a customer compliments your service or, alternatively, complains about it?

Reviewed by Jordan Morley, Editorial Lead at 247SimpleTests. Written by the 247SimpleTests Editorial Team from the official source material cited on every question.

Correct answer

I appreciate compliments graciously and treat complaints as useful feedback, staying professional and using both to improve my service

  1. A I appreciate compliments graciously and treat complaints as useful feedback, staying professional and using both to improve my service
  2. B I take compliments personally and dismiss complaints
  3. C I argue with customers who complain
  4. D I ignore all feedback from customers

Why this is the answer

How an associate responds to feedback reflects their professionalism and growth mindset, both valued by the exam. The best answer is to accept compliments graciously and treat complaints as useful feedback — staying professional in both cases and using the input to improve. Becoming defensive about complaints, arguing with dissatisfied customers, or ignoring feedback entirely all reflect poorly on the service orientation the VEA rewards. A mature, professional response to all customer feedback, positive or negative, marks an associate who will keep improving and represent the Postal Service well.
Source: USPS 477 VEA — Responding to Feedback

Practice more questions

This question is from our USPS Exam Practice Tests practice test. Take the full practice test to test your knowledge across all Tell Us Your Story (CS) and other topics.

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About this topic: Tell Us Your Story (CS)

Tell-us-your-story items for retail associates ask about customer-service and cash-handling experience and reliability. Answer accurately and consistently with your application. This is one of 7 VEA 477 (Customer Service) questions on tell us your story (cs), each with a full explanation on a single study page.

New to this exam? Our USPS exam guide explains the format, scoring, and how to prepare.

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