Subject: English Language Test - Mahima Ben
From: Mahima Ben <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 26 Oct 2022 10:25:35 -0400

| | Foreign Language Screening Test

Name | Mahima Ben    /  (724) 7258794    / [email-masked]
Whats your first language | English
Based on your understanding of situation 1 above, assuming you are the customer service representative, please draft a response to customer's email. Please make sure that your email is grammatically correct and properly formatted. | Listen to the complaint. Thank the customer for bringing the matter to your attention. Record details of the complaint. Get all the facts. Discuss options for fixing the problem. Act quickly. Keep your promises. We've had a few issues lately with customers entering a wrong shipping address. Then the order gets sent to the wrong address, we have to refund or re-ship, and Finally, claim the order that was resent as a business expense or file a claim with the post office.

Based on the Situation 2 above, please draft an email response to the customer. You don't necessarily need to know the policy of the brand, but use the best practice from e-commerce companies that you've shopped from so far to know the policies.

Respond to the customer’s inquiry promptly within minutes if possible by the end of day if need be. No one likes to be kept waiting when they reach out to a company. That is especially true of someone looking to resolve a problem.
Take full responsibility. While the shipper may have damaged the package, you chose the shipper. The customer will appreciate you being accountable.
Get as much information as you can from the customer. Ask the customer to provide descriptions of the damage, photos if they are able to send them, etc. Be sure you have their accurate contact information.
Promise immediate action and a prompt resolution. And, of course, follow through on those promises.
Expedite the replacement. A few extra dollars for faster shipping will buy a great deal of goodwill.
Provide an incentive for future orders. Include coupons or a discount with the replacement shipment. Your attentive handling of this issue coupled with a subsequent purchase that goes smoothly will likely earn the customer’s forgiveness and future business.

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