Postal Service 474 Practice Exam

When a customer is not receiving mail after moving, what should be your primary duty?

1. To appease the customer with temporary mail access

2. To inform them of Postal policy regarding changes

3. To apologize sincerely for the inconvenience

4. To check if the address still exists in the system

The correct answer is: To inform them of Postal policy regarding changes

The primary duty when a customer is not receiving mail after moving is to inform them of Postal policy regarding changes. Understanding the Postal Service's policies is crucial to effectively address the customer's concerns. This information not only helps clarify any misunderstandings they might have about mail forwarding or address changes but also empowers the customer with clear guidance on the procedures they need to follow to ensure they receive their mail at their new address. Providing this information allows you to assist the customer in navigating the complexities of mail handling after a move. The customer may need to be aware of the necessary steps to officially update their address with the Postal Service or to initiate a mail forwarding request. Other responses, while they may seem important, do not directly address the core issue of ensuring the customer receives their mail. For instance, offering temporary mail access or apologizing for the inconvenience does not provide a long-term solution or clarify the essential postal procedures involved in such a situation. Checking if the address still exists in the system may be useful as a troubleshooting step, but informing the customer about policy will better equip them to resolve their mailing issues.