Subject: Arabic Language Test - Sarah Farhoud
From: Sarah Farhoud <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 15 Apr 2020 10:21:58 +0000

| | Foreign Language Screening Test

Name | Sarah Farhoud
Whats your first language | Arabic
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? | First, I will apologize for the customer, then as it is very important to be honest with the customer, I will tell the customer that the address is  entered incorrectly by mistake and the order is sent to a wrong address. I will apologize again for the customer, and surely I will accept the customer reaction which may include nervousness, screaming etc. and I will stay calm. Afterwards, I will give the customer choices according to Pizza Hut protocol in such cases which  include: re-deliver the order as soon as possible, re-send the order on other specific time, or to cancel the customer order. When the customer choose one of the options I will apologize again, assure the customer that this shall never happen again, and thank the customer for the trust in Pizza Hut.
In ENGLISH - Please describe your Background (Personal, Educational, Professional) - 50 - 100 words | My name is Sara Farhood, I am 23 years old. I hold a bachelor degree in business administration from An Najah National University, Nablus. Currently, I am working at Reach - Jawwal branch as Customer Service Agent.
In YOUR LANGUAGE: What according to you is the difference between good and great customer service? | For me, good customer service means giving the basic service and support to the customer and meeting their expectations. While great customer service means exceeding the customer exceptions and delighting them. The difference between both, is that good customer care creates secured customer base due to their satisfaction, on the other hand, great customer care creates loyal customer base due to their high positive attitude to the company, brand, etc.
Please answer this question in YOUR LANGUAGE: In 5 sentences please explain what makes you the right candidate for customer service job. | In regard to my work position in Reach - Jawwal branch I have an adequate knowledge of Jawwal offers and programs, and I keep myself updated with any new continuously. For my skills, I have very good communication skills, I can work under pressure and I am a patient person. In addition, I use a very positive language with customers as well as I listen effectively to them.
Please answer this question in YOUR LANGUAGE: In 200 - 500 words please tell us about any city or town that you traveled to | It has fascinated me since the first second I have started walking in its street, the capital Jerusalem. Jerusalem is a very different city, we have always seen it on TV, studied lessons about in history and Arabic classes but in real it is way different. The city is unique by is by its buildings which were built in different centuries specifically in the old city. Each neighborhood in the old city have its name "Armenian Neighborhood", "Christian Neighborhood", "Jewish Neighborhood" and "Islamic Neighborhood",  these names mainly refers to the ethnicity and religions whom are living in the city. As long as you are walking in the old city you will find traditional markets which are called "Al-Khan" they are very prestigious and ancient. There you can find traditional cloths, ceramics with beautiful color, spices, traditional food especially "Jerusalem bagels", you would find people from everywhere in the walking down in the streets. There you will print a memorial image in your memory and you would conjures up this image with its special smells always.

| |