Subject: Portuguese Language Test - Sumit Sinha
From: Sumit Sinha <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 22 Mar 2021 07:48:17 -0400

| | Foreign Language Screening Test

Name | Sumit Sinha    /  (+91) 9931586805    / [email-masked]
Whats your first language | Portuguese

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.

Dear Mr ABC
I am very sorry to hear that you did not receive your package. If we are unable to find it I will, of course, issue a refund. I would like to try a few things that have successfully located packages in the past. I will call your delivery company and initiate a trace on the package. Sometimes the package is simply there, awaiting pickup. Please, do, ask your family and neighbors. Many lost packages were simply laid aside by a family member and then forgotten. And sometimes your delivery driver leaves it with a neighbour because s/he doesn’t want to leave it out in the weather. If these measures don’t work I will file a case with the carrier. Many carriers now have scanners that are equipped with GPS tracking and the inspectors can find out exactly where the package was delivered. If your package was delivered to the wrong address they may be able to retrieve it and get it to you.
I will let you know what I find out and, please, let me know if you are able to find it yourself. If we can’t find it within a few days, I will refund and let you know what the inspectors find out.

Sincerely,

Sumit Sinha

Customer Service Associate, Amazon

Call – 9xxxxxxxxx

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 Mr ABC,
First of all, please accept my sincerest apologies for the delivery of incorrect shipment to your address. We have acknowledged your complaint regarding the unprofessional behavior from our support team. I apologise on their behalf, and just wanted to let you know that proper action have been taken to ensure that it won't happen in the future. We started a formal inquiry in this regard and discovered that the error happened at one of our fulfilment centers and the wrong order was recorded in your name. We have instantly taken steps to correct the error and instituted counter measures which will prevent the occurrence of such an error in future.  You are an old customer of our company and we are happy to have been able to serve you satisfactorily earlier. So, to make up for our mistake and your loss, we decided to provide you the ordered product at 10% off and refund 10% of your payment as Amazon pay voucher.

We have also put your order on priority so the shipment is delivered at the earliest. Our company values each and every customer and will do everything to keep them satisfied and happy.

So, please once again accept our apologies and accept the 10% refund as a token of our goodwill and service. We understand that this mistake might have caused you some inconvenience. However, we are doing our best to service your order at a priority and have already issued the refund. We hope, this slight discrepancy in our service will not put any strain in our relationships. In case you do not want the product any more, please feel free to ask for a full refund. You can return the wrong delivery to our delivery person. If you want to talk to us in this regard, we will be happy to answer your concerns. Kindly use the toll free number at the bottom and me or someone from my team will get in contact with you. You can also contact us  by replying  this e-mail.

Sincerely

Sumit Sinha

Customer Service Associate, Amazon

Call – 9xxxxxxxxx

| |