Subject: FW: Portuguese Language Test - Wieslaw Samushonga
From: Deeksha Dadu <[email-masked]>
To: Livesalesman <[email-masked]>
Date: Wed, 24 Mar 2021 13:27:03 +0000

What profile is he for? Arabic or English? Seems ok but test must be repeated in office

From: Wieslaw Samushonga <[email-masked]<mailto:[email-masked]>>
Reply-To: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Date: Wednesday, 24 March 2021 at 4:56 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Ashish Dabral <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Portuguese Language Test - Wieslaw Samushonga

 [https://www.jotform.com/uploads/lsmindia/form_files/LSMLogo-PNG.756.png]
        [https://cdn.jotfor.ms/assets/img/builder/email_logo_small.png]         Foreign Language Screening Test

Name    Wieslaw Samushonga    /  (201301) 8580771544    / [email-masked]<mailto:[email-masked]>
Whats your first language       Portuguese
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 or Madam,

This is an acknowledgement that we have received your grievance.

First of all, thank you for reaching out to us with the issue and we will address and remedy it to the fullest extent possible. On behalf of the company, we are very sorry to hear about unfortunate incident that took place over the phone. It is inexcusable and an internal investigation will be launched to look into the matter so as to make sure you receive a full apology.

I have noted down your order id and l am tracking your order as I am giving you a response. It is true that you were indeed notified of the item delivery scheduled on the 3rd day of ordering, which was Wednesday. According to the information on the tracking screen, a delivery deferment request to Thursday, which was yesterday, was put in and denied on basis of the fact that the courier had already scheduled the drop and was in transit but was unreachable at the time because of poor network service in the nearby areas. As such, it would have been impossible to make the necessary communication in time of your deferment request to him.

It is also of notice that your request of deferment to the day after, Thursday, was approved minutes after your call, by the courier himself as he was notified of your deferment request to the day when they went online moments before the drop. This miscommunication resulted in the agent not dropping your order on the first scheduled day, Wednesday. It was rescheduled to Thursday, but he failed to do so due to some uninformed reasons.

Finally, the good news. Your order will be delivered tomorrow by 6pm,according to the current status of the tracking information. We apologize for all the inconveniences caused. Your case has been put on priority and l will personally contact your designated courier to get more light on what might have happened yesterday. Thank you for contacting us and l hope I this response has been helpful. If there is anything else you need assistance with, feel free to email us again.

With kind regards

Wieslaw Samushonga
Customer Care Executive
Cherry E-commerce Services Pvt Ltd
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 or Madam

This is an acknowledgement that we have received your query. I have noted down your order id and I am reviewing your ordering details.

According to the details on this end, you indeed have ordered a black pair of trousers, which was what was delivered. Kindly refer back to the "My Orders" section on your Amazon application. I would like to apologize on behalf of the support team that was unprofessional when addressing you, a valued customer.

Considering that we delivered your order 3 days late, even though the item is also indeed not eligible for returns or exchange, we are going to allow an exchange of your color. So you can go ahead and request an exchange for trousers. On exchanging, they will be checked for any damage after delivery and then taken back for an exchange.

I hope this response was helpful and if there is anything else we can help you with, feel free to email us once more.

With kind regards

Wieslaw Samushonga
Customer Care Executive
Cherry E-commerce Services Pvt Ltd