Subject: English Language Test - Vijay Kumar
From: Vijay Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 14 Mar 2023 07:05:03 -0400

| | Foreign Language Screening Test

Name | Vijay Kumar    /  (+91) 9971379950    / [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.

Opening-
My name is Vijay from livesales.com how may i help you.

Customer will share concern.

Apology-
I am sorry for the problem you are facing.

Assurance-
I will surely help you better.
please give me some time let me check how can i help you in this concern.

Confirm the product and address to customer,
If address is entered wrong by the customer so i will politely informed to customer that address is wrong. Secondly if something is wrong from courier partner side so i will apology for the mistake and delay in delivery and if is there any way to recorrect the mistake of courier partner so i'll raise a request, otherwise if any compensation can be given to customer so i'll raise that and inform the customer with a apology to cancel the order and raise request fo rcancellation for handbag.
In case courier partner mistake, I will also give assurance to customer that the courier partner will try that this would not happen again.

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.

Opening-with greet
My name is Vijay from livesales.com how may i help you.

Customer will share concern.

Apology-
I am sorry for the problem you are facing.

Assurance-
I will surely help you better.
please give me some time let me check how can i help you in this concern.

Confirm the product to customer, and i will probing that while team is unboxing product and installing did you checked scratches on cabinet or team inform you about that.

Two conditions will come
1- yes they informed me but told me to contact to livesales.com and raise a request for return, replacement or refund.

In this case i will reply,
In this case i'll apology and assurance for help then i will check the policy for return and i will raise request as per policy by informing customer and as per VOC i will act.

2- no i did not checked at that time and i don't know that the installation team noticed scratches or not.

In this case i will reply
Apology with a assurance to help i'll check the policy that product can be replaced or can raise refund request. Or if product is cannot be replaced or refund then i will check that can i give token of appology (an amount given to customer if customer is not guilty) after concerning to my supervisor.

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