Subject: Arabic Language Test - Shabeen Kaliparambil
From: Shabeen Kaliparambil <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Mar 2021 03:34:03 -0500

| | Foreign Language Screening Test

Name | Shabeen Kaliparambil    /  (+91) 7907335098    / [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.

I am very sorry about the difficulty you encountered recently regarding the delivery of  your last order from us. I understand that those products were required for urgent purposes.
Despite our effort to deliver your order on time,  it’s quite unfortunate that we didn’t meet up with the time allotted for the delivery of those products. The often heard issues of covid restrictions and less number of labourers may be the reason here as well.
We very sorry for truncating your plans for this product, and we will do our best to ensure this never happens again. Already, we are discussing with other express courier services to ensure our customers get their orders in time. That said, we have already warned the current team of their misbehaviour with our customer and asked them to deliver the product within 24 hours. In case of further delay, the company will take on the responsibility and refund you as requested for the inconvenience occurred.

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 Customer,

On behalf of Baby Shop Company, I want to extend my sincerest apologies for the negative experience that you had with our customer service agent.

I realize that our agent was unhelpful in solving your issue, and that his attitude was totally unprofessional. I understand your frustration at the delay in receiving the order the colour issue you have raised, which is something that usually doesn't happen at Baby Shop Company.

We pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met. I know that we have let you down, and for that we are very sorry.

We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself.

I want to thank you for bringing this issue to our attention. Your order will be replaced with 3 working days. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.

Should you need help in the future, please do not hesitate to contact me directly, as I will be very happy to assist you personally with anything you need.

Sincerely,
Shabeen
+91797335098
[email-masked]

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