Subject: Arabic Language Test - Mohammad Fuzail
From: Mohammad Fuzail <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 26 Sep 2022 03:09:27 -0400

| | Foreign Language Screening Test

Name | Mohammad Fuzail    /  (500008) 9540310186    / [email-masked]
Whats your first language | Arabic

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.

When working with your support team members to improve their email strategies, encourage them to use language that feels natural. Contractions, slang, and even emojis are totally acceptable if they match the tone of the customer’s original message.

The more you allow your team to use their own language within customer service emails (while remaining professional, of course), the more natural the conversation will feel for your customers.

There’s another aspect of speaking humanly: Using the customer’s name. Using their name conveys that you see them as a person with an identity rather than just a faceless customer. The same goes for when your team members use their own names.

When customer service representatives use their names and identities for their signatures and avatars, it broadcasts individual people rather than faceless representatives for a big company. This level of identity can help deter customers’ problematic behavior and drive deeper relationship-building and mutual trust.

Humanize your responses as much as you can by encouraging your team members to be themselves, using language that feels natural, and recognizing that your customers are humans, too.

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.

Dear Sir,

I had purchased a television set from your shop on 30 April 2019 (invoice no. 789, date 30.4.2019).

I regret to say that the technician who came to set up the television was very rude and impolite. He wanted money for his service, even though I pointed out to him, that it was part of the amount I had already paid as per above invoice. He spoke loudly and refused to call your shop and clarify the matter.

I request you to please take this up with him. Such employees do not help your business and will only ensure that customers do not come back.

I hope to hear from you.

Thank you.

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