Subject: Arabic Language Test - Mona Mirza
From: Mona Mirza <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 11 Nov 2020 14:01:37 -0500

| | Foreign Language Screening Test

Name | Mona Mirza    /  (+91) 9618469078    / [email-masked]
Whats your first language | Arabic

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 (customer name),

I’m so sorry your order hasn’t arrived. I know how frustrating this must be.

I’ve tracked the package via [carrier], and it’s currently listed as “[status].” If you’d like to check on its progress, here’s the link you can use: [link]

Please contact me directly if your order hasn’t arrived within [time frame]. In the meantime, I will do everything I can to locate your package.

I sincerely apologize on the behavior of the courier staff and this matter shall be carried forward to the logistics division manager.

Once again, [customer name], I sincerely apologize for the inconvenience.

Sincerely,

[My name]

[Email/direct phone]

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 [customer name],

I’m very sorry there was trouble with your order. It’s always important for us to deliver our products quickly and seamlessly.

We acknowledge that we failed you this time by delaying your order.
This was caused by some technical problems with our supply chain system outside of our control, but we should have made sure there was good communication about this on our part. I apologize for the inconvenience experienced with our support team however I shall book an exchange pick-up for your order and share the details in a separate email.

I’ve passed this on to my team – we’ll make sure we use this experience to grow and learn as a team and serve all our valued customers.

Thank you for your patience. If you need anything else, let me know if I can help.

[My name]
[Email, Phone number]

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