Subject: Chinese Language Test - Yuen Shan Au
From: Yuen Shan Au <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 26 Sep 2020 08:27:50 -0400

Foreign Language
Screening Test

Name

Yuen Shan
Au    /  (852) 97164271    / [email-masked]

Whats your first
language

Chinese

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?

I would take the responsibility
and apologize sincerely to my customer. I would correct the address immediately
and confirm it with the customer. After that, I would reassure him that he would
get the pizze soonest.

In ENGLISH - Please describe your
Background (Personal, Educational, Professional) - 50 - 100 words

My name is Au Yuen Shan, Penny. I was born and raised up in
Hong Kong. After completion of my secondary education, I had my further studied
in Taiwan. During the five years learning in Taiwan, I am able to speak fluent
mandarin. I returned to Hong Kong to work after I obtained my degree in Taiwan.
A year after, I was admitted to a master programme in Social Work in the Hong
Kong Polytechnic University. I have at least 11 years working experiences in NGO
and I am now working as a social worker in Yuen Long Town Hall Support Service
Centre for Ethnic Minorities. I work with colleague and service users from
different ethnic background. I believe that would be an advantage to your
organization as I have been working under multicultural working environment.

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

對於我來說，好的客戶服務跟服務員的態度有關，客戶服務員能夠準確有禮的回應客戶所需，這即便是好的客戶服務。如果要做到非常好的客戶服務，除了要有禮以外，服務員還需要為客人解決問題，或為客戶提供解決問題的方案，這才算是非常好的客戶服務。

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

我目前的工作需要和不同文化背景接觸和溝通，讓我明白到和不同文化背景的服務使用者溝通時需要多加注意對方的需求會因為文化的差異而有所不同。

Please
answer this question in YOUR LANGUAGE: In 200 - 500 words please tell us about
any city or town that you traveled to

我是在台灣完成我的學士學位課程。我主修的科目是社會福利。在台灣的五年光陰裏，我趁著週末的時候與朋友們在台灣國內到處遊覽，我們一起到花蓮去看花海，去綠島浮潛，去台北的士林夜市吃好吃的東西。我最喜歡就是台灣的燒仙草，一直到現在我都還在記得那種回道。