Subject: German Language Test - Arrabelli Sandeep rao
From: Arrabelli Sandeep rao <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 27 Mar 2021 04:50:39 -0400

| | Foreign Language Screening Test

Name | Arrabelli Sandeep rao    /  (82472) 92718    / [email-masked]
Whats your first language | German

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.

On behalf of babyshop, I want to extend my sincerest apologies for the negative experience that you had with our customer service agent.
At Babyshop, 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.
we are going to require our customer service representatives to ask for a call-back number at the onset of each conversation in case the call drops. We will also be holding a mandatory review session to make sure our representatives are aware of the proper procedure for transferring calls.
I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.
We understand that as a loyal customer, when you make a purchase you expect to receive your product in a timely manner. We know that we have let you down, and for that we are very sorry.
Please advise us on whether you would like to cancel your order or you needed refund for your order. You can contact us at any time for live shipping and service updates. Again, we apologize for this inconvenience.

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.

Thank you for your email. We take customer satisfaction seriously and are glad to hear from you.
First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
We're proud that you've selected our company as your service provider , and we'd like the opportunity to resolve your concerns and earn your continued trust.
To help us route your complaint to the appropriate department who can address your concerns, we'd be grateful if you can provide us with additional details regarding your experience.
We are truly sorry for the inconvenience and hope to offer you better services in the future.

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