Subject: English Language Test - NAFEES AHAMAD
From: NAFEES AHAMAD <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 14 Apr 2021 01:38:15 -0400

| | Foreign Language Screening Test

Name | NAFEES AHAMAD    /  (+91) 7417266059    / [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 sir,
I am sorry to hear you have not received your parcel and  if we cannot locate it, we will of course refund your money for this order. Please could you check some things on your end first:

Please verify this is your current mailing address as this is the address on the order.

[Customer EMAIL]

Please check with other members of your household to see if anyone may have put your parcel to one side and simply forgotten about it. This happens frequently!

You could also check with your neighbours as they are often asked to take in parcels, particularly if there is no safe place to leave it or if it is raining.

If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.

Consider calling your local post office with the tracking number (XXXXXXX) and ask them if they can assist you further. Sometimes they have more information than what we can see online. They may even have your package on hold for you. If they have a postmaster at your local post office, ask to speak with him/her first.

In the meantime, I will file a loss report with the company.  If they are unable to help, I will refund your money.

Thank you for your patients
Nafees Ahamad (customer executive)

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 sir

Sorry for the delay in response.

We encountered an issue earlier today that affected a portion of accounts — and unfortunately yours was one of those affected.

We have rectified the underlying problem and you should be up and running again now. No conversations were lost during this time, but please give it a few minutes for them to flow into your inbox.

We understand how critical we are in the role of supporting your customers, and will be implementing a host of solutions to ensure that a situation like this does not occur again.

If you have any questions, please don’t hesitate to give us a shout.

Thanks,
Nafees Ahamad

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