Subject: Italian Language Test - daniele castiglioni
From: daniele castiglioni <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked]
Date: Sun, 2 Dec 2018 12:51:41 -0500

| | Foreign Language Screening Test

Name | daniele castiglioni
Whats your first language | Italian

Please answer in grammatically correct ENGLISH the following situation in 100 words: You are working for Pizza Hut as a phone order executive. You took the order from a customer and informed him that his order will be delivered in 30 minutes. The customer calls you back after 45 minutes complaining that he has not received his Pizza yet. When you check you realised that you made a mistake and you entered his address incorrectly. You have the customer waiting on phone, what would you do in this situation?

Setting first that is best to advise first about a possible delay or problem occurred, instead of waiting the customer to call.

First of all need to apologize to the customer about the inconvenience and reassure the client that I work right now to find best solution and to deliver the product shortly.

In this case, if possible, I suggest for a discount check on next purchase.

State to the client that I work in order that such a problem will not occur.

In ENGLISH - Please describe your Background (Personal, Educational, Professional) - 50 - 100 words

A positive and curious mindset brought me to meet and experience different cultures and countries. I always state that "what is different is good".

From education, studying foreign languages for international business trade, I had the possibility to move abroad for several months and have a better insights of different living styles, society and government organizations.
I had the opportunity to fly over United States of America as well as India and China.
Following, on the job side I maintain my interest in international view, having experience in export sales in ceramic industry, working in China for Italian Chamber of Commerce.
To me work is also ethics that's why I am involved also in events to spread humanitarian empathy but also on climate and environmental issues.
Thus, for example I had the opportunity to work for an NGO in Mumbai managing and organizing activities for special children.

In YOUR LANGUAGE: What according to you is the difference between good and great customer service?

In customer service skills are a key contributor to the customer experience and therefore to customer satisfaction.
Always keep in mind that we contribute directly to the overall experience of customers. By means that a satisfied customer is likely to return or provide positive feedback to others about dealing with a certain company. People in fact do value recommendations from friends and colleagues. Wheter positive or negative they are far more important than standard information on websites.
Based on this a great customer service always make customers feel welcome, make a positive proactive approach. Communication must be clear providing the best solution that fit the needs and request, plus provide some extra information or advice, if possible, about the product or service they are buying or willing to buy.
Further, the great customer service specialist must needs to the features of the related company products and services to reach the best outcome.
In the business world, company may sell similar products, what is important is to understand our customer needs, whether they are interested in fast service, quality, cheap products or friendly user service/product.
On the other side the good customer service may know all information about and provide good responses, but won't be likely to boost and raise the customer experience. It stays stick to its job, without making customers feel unique. We don't want to be on the average level we have to raise from the average.

Please answer this question in YOUR LANGUAGE: In 5 sentences please explain what makes you the right candidate for customer service job.

I have positive mindset, like challenges.

During my current job, furniture industry, I am dealing with several different requests from private clients. Best is to understand their needs and find right outcome solution.Like satisfied clients, providing best ad-hoc service possible

I am a good listener. I don't stick to my view.

I have patience.

I am pricise and like data, so to have broader understanding of the overall business services/product management.

Please answer this question in YOUR LANGUAGE: In 200 - 500 words please tell us about any city or town that you traveled to

Voglio parlare di una città a me. Molto cara: Ancona.

Situata al centro dell'Italia la città è immerse nel verde delle colline Marchigiane e si affaccia sul mare adriatico.

Questa speciale collocazione da un senso di tranquillità e serenità alla città stessa.

Qui infatti si può fare esperienza della città
commerciale e marinara, ma allo stesso tempo vi è uno totale bilanciamento tra la vita lavorativa e la vita sociale.

Per me, arrivando da Milano, città in cui vivo è una sensazione molto particolare.

Il periodo migliore per visitare la città è l'estate, dove il sole illumina le colline attorno e le persone possono godersi il riposo al mare, specialmente dopo una settimana intensa di lavoro.

Città d'arte, ospita diversi reperti di epoca romana come teatri e cattedrali ed anche un polo culturale per giovani artisti.

Qui la sensazione di pace e tranquillità è percettibile lungo tutti i vicoli e dall'ospitalita' l' degli abitanti.

Visitare Ancona ed il territorio è visitare l'eccellenza italiana per quanto riguarda ambiente, clima, fashion e tradizione culinaria. Tutto a portata di mano.

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