Subject: Spanish Language Test - Dhruv Gupta
From: Dhruv Gupta <[email-masked]>
To: [email-masked];[email-masked];[email-masked]
Date: Fri, 5 Jan 2018 05:15:01 -0500

| | Foreign Language Screening Test

Name | Dhruv Gupta
Whats your first language | Spanish
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? | Hello, I really regret for the hassles you have faced over the delay of delivery of Pizza order. There was an error while taking down your correct address, due to which we entered wrong address in our database and your order could not reach you on time. However you do not need to worry at all, I will make sure that your order reaches you at correct address. And also because of the hassles you faced because of us, we will deliver you the Pizza within 20 minutes at 50% discount. We really apologize for the inconvenience caused to you and next time we will make sure that we take down the details correctly, so that you can continue to count on us.

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

Great customer service means in which you provide personalized resolution to customer's concern by properly probing his/her needs and addressing his/her concern. On the other side, if we just provide solution to customer's concern by understanding the query however without probing for needs or wants, which may solve the customer query however the customer feels that there was a lack of human touch. There is a need for personalizing with customer and try to empathize with him/her if he/she faces issues with the service. This causes a great impact on customer's mind and he/she will count on our services and will be retained for a longer duration. Using pleasant words like Sorry, Thank you, I appreciate it, so that customer feels cheered up and he/she enjoys talking to the representative.
A customer thinks we are the ambassadors of the company, so it's our responsibility to make sure that we value our customers and make sure that customer continues to avail our services, for that we can provide and send mails or text to customers about the available offers and discounts with us. In this way customer would be able to save amount on monthly bill and his/her confidence in us is maintained.

Please answer this question in YOUR LANGUAGE: In 5 sentences please explain what makes you the right candidate for customer service job.

Cuando era el empleo de Convergys, yo di mi contribución mejor en el equipo y yo ganaba muchas incuestas positivas.

Análistas del equipo de calidad me apreciaban mucho porque yo di contribución mejor en el campo de calidad.

Yo ganaba muchos incentivos y vales de compras porque de mi rendimiento fenomenal.

Mi líder de equipo me mandaba a ayudar nuevos equipos que se han undio con la compañía.

Yo manejaba mi equipo cuando nuestro líder de equipo estaba ausente porque yo tenía mucho conocimiento del proceso.

In YOUR LANGUAGE - Please describe your Background (Personal, Educational, Professional) - 50 - 100 words | Me llamo Dhruv Gupta. Tengo 23 años. Tengo cuatro miembres en mi familia, mis padres, mi hermana menora y yo. Hize mi escuela desde A.V.B. Escuela Pública. Yo hize mi graduación en lengua Español desde Universidad de Amity, Noida entre 2013-16 en primer grado. Tengo interés en entender la cúltura y la lengua de otros países y conocer nuevas personas. Tengo experiencia de trabajo en Convergys in en proceso de Comcast por el chat. Yo trabajé allá por 16 meses después el proceso ha cerrado. Yo fui el agente de lenguas Español y Inglés en el departamento de ventas en que yo ayudé los clientes de Estados Unidos con sus servicios y vender servicios de Internet, teléfono y Televisor y también mudé servicios de los clientes a las nuevas dirreciónes.

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