Subject: Dutch Language Test - Gautam Shankar
From: Gautam Shankar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 19 Nov 2020 01:18:56 -0500

| | Foreign Language Screening Test

Name | Gautam Shankar    /  (+91) 9899176949    / [email-masked]
Whats your first language | Dutch

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.

Hello,

Thank you for contacting us.

We are sorry to here that you had an issue with your order.

This is not what we want our customers to experience.

I’d like to inform you that we do have very strict policy against such kind of behaviour and I will share your feedback with our concern team to get it resolved ASAP and we will try to avoid such instance in future.

I will be escalating this issue with our carrier department to check why the item is still not delivered to you. I request you to please allow us maximum of 48 hours, so that we can get your item delivered.

We are requesting to wait till 48 hours because we will be investigating the issue and will try to get the item delivered ASAP

We take full responsibility of your item. If it does not get delivered to you, then we will help you with the compelete refund or replacement as per your convenience.

Hope this helps.

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.

Hello,

Thank you for contacting us.

We are sorry to know that you had an issue with your order.

We really don’t want our customers to go through such experience. For such kind for behaviour we do follow zero tolerance policy and we will definitely try to avoid such instance in future.

First of all, our apologies for not able to deliver your item on time, as sometimes it might be possible that the item comes from far fulfilment centre which was the reason of delay.

Secondly, I’d like to inform you that I have created an exchange request for you, and your exchange will be done within next 48 hours.

You just need to return the item to the delivery person and needs to collect the correct item from him.

Also, your feedback for the representative has been noted and forwarded to concern team to train him.

Please feel free to contact us, we are 24*7 available.

Hope this helps

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