Subject: English Language Test - Mohd Kamil
From: Mohd Kamil <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 28 Feb 2023 09:31:43 -0500

Foreign Language
Screening Test

Name

Mohd Kamil
/  (226020) 6307593339    / [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.

I wil Listen to Customers. Sometimes, customers just need to
know that you're listening. ...

I will Apologize. When something goes wrong, apologize. ...

I will Take Them Seriously. ...

I will Stay Calm. ...

I will Identify and Anticipate Needs. ...

I will Suggest Solutions. ...

I will Listen to the complaint.

I will Appreciate the Power of “Yes”

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.

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. ...

Follow up.