Subject: Italian Language Test - Giacomo Urbani
From: Giacomo Urbani <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked]
Date: Thu, 4 Apr 2019 06:45:38 -0400

| | Foreign Language Screening Test

Name | Giacomo Urbani
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?

I would first apologize for the delivery delay, I would try to explain to the customer that delay is due to a big amount of pizza orders.
I will rescue customer that in the next few minutes he will receive his pizza.
In case the customer would still complaining about the delay, I would offer him the possibility to have a 10% discount for the next pizza order.

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

I am Italian, 42 years old. I have a first level degree in Forestry science. Since I was young I was interested in experience different culture from mine. Because of this, I lived many years abroad. I studied in Lisbon, Portugal , for a year. I lived in Dublin, Ireland where I worked as customer service Agent for a rental car company. After Ireland I moved to London where I worked as Sales consultant for Armani.
I also lived in Berlin, Germany for about 9 years. Here again, i worked as customer service Agent for EasyJet, flight company. My life is always been characterized from a strong will of knowing different cultures and languages.

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

Personalmente quando mi trovo a dover chiamare un servizio clienti, per poter risolvere una determinata questione, la cosa che noto maggiormente e´che spesso chi risponde al telefono non ascolta attentamente le mie richieste di aiuto e quindi spesso non e´in grado di trovare una soluzione alle mie istanze.
Partendo da questa esperienza personale, credo che si possa dare un ottimo servizio al cliente quando si ha la capacita´di ascoltare attentamente la richiesta di aiuto del cliente e di conseguenza andare a trovare le soluzioni piu´idonee a questa.

Please answer this question in YOUR LANGUAGE: In 5 sentences please explain what makes you the right candidate for customer service job. | Sono una persona che sa ascoltare, di conseguenza riesco a capire quali sono le richieste del cliente. Ho una spiccata capacita`di problem solving, maturata in seguito alle mie esperienze lavorative e personali, questo mi permette di trovare una soluzione rapida alle richieste che mi arrivano dal cliente. Sono una persona curiosa ed estremamente puntuale sul lavoro.

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

Come ho gia`scritto precedentemente, nella mia vita ho sempre avuto una spiccata curiositá nel voler conoscere culture differenti dalla mia. Questo mi ha spinto a viaggiare molto. Gia´all`eta´di 18 anni ho viaggiato con un biglietto inter-rail attraverso tutta l´Europa, con uno zaino in spalla. Ho vissuto in diverse citta`fuori dall`Italia, Lisbona, Dublino, Londra, Berlino. Ho viaggiato solo, sempre con una zaino in spalla attraverso tutta l`India del Sud e poi in un secondo momento attraverso l` India del Nord. Ho viaggiato anche in America.
La primavera scorsa ho percorso per intero, camminando 900 km per un mese, il cammino di Santiago de Compostela in Spagna.

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