Subject: English Language Test - Saurav Jain
From: Saurav Jain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 14 Apr 2021 11:54:24 -0400

| | Foreign Language Screening Test

Name | Saurav Jain    /  (201204) 8791308576    / [email-masked]
Whats your first language | English

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 customer,

I am very sorry for the mix-up about your order 28167839, the electric kettle. The product was shipped on 1:35PM on 1/04/2021. It was, however, sent to a wrong address and then was sent back to the store. This is because we are currently getting a lot of orders and have therefore hired many people to do the parking to save on time. With the high number, you can expect that such might happen. We are pretty sorry.

We have now sent it to the right address, and we expect it delivered not later than two days. As we take responsibility for the mistake, we have given you a 20% discount on your next order. You can use the code number 86424 on your next purchase to get the discount.

Thank you for understanding the matter and for your patience.

Regards
Baby Shop

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.

Hi Customer,

I’m very sorry you had to go through this experience. It’s important for us to respond to customers quickly and efficiently, but we failed you this time. Making you wait an hour on hold is unacceptable – I know too well it’s a situation that can ruin your day.

This was caused by our recent product launch which created a surge of phone calls and live chat requests from interested customers. Our team was briefly overwhelmed, but we acknowledge we should have moved faster to find a solution.

I’ve passed your thoughts on to my team – we’ll make sure we use this experience to grow and learn as a team. Thank you for your patience and I hope your issue was eventually resolved. If not, let me know if I can help in any way.

I apologize again for any inconvenience.

Regards

Home box team

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