Subject: German Language Test - Wieslaw Samushonga
From: Wieslaw Samushonga <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 25 Mar 2021 08:09:13 -0400

| | Foreign Language Screening Test

Name | Wieslaw Samushonga    /  (201301) 8580771544    / [email-masked]
Whats your first language | German

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 Valued Customer

This is an acknowledgement that we have received the issue that you are facing. We are going to do our very best to alleviate the issue at the earliest time possible.

First of all, I would like to pass our sincere apologies on behalf of the Babyshop team. We are sad to hear that such an unfortunate incident took place over the phone and are going to launch an internal investigation to ensure that yo receive a full apology.

I have noted down your order id and as i am responding to you this moment, I will be tracking the order. It is true that you were notified of  a delivery scheduled for Wednesday and you tried to defer the delivery to Thursday, but your request was denied. It was denied due to the fact that the respective courier was out of time at the moment of your request so there was not going to be enough time to pass along the communication of deferment. The courier did come online a few moments later and as per protocol he did receive the request that had initially been denied. Unfortunately he failed to make the drop he following day due to some uninformed reason.

The god news is that your delivery is indeed scheduled for today, Friday and you will receive your package on time.We will look into the reason as to why he couldn't make he drop earlier, but according to the tracking information a drop will be done today.

Thank you for contacting us and I hope we have responded to your query adequately. If there is anything else we can help you with, do not hesitate to contact us once more.

With kind regards

Wieslaw Samushonga
Customer Care Executive
BabyShop Team

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 Valued Customer

This is an acknowledgement that we have received the issue that you are facing. We are going to do our very best to alleviate the issue at the earliest time possible.

First of all, I would like to pass our sincere apologies on behalf of the Babyshop team. We are sad to hear that such an unfortunate incident took place over the phone and are going to launch an internal investigation to ensure that you receive a full apology.

I have noted down your order id and as i am responding to you this moment, I will be tracking the order. I have noticed that you indeed made an order but the order you made was for a black trousers. Please do refer back to your ordering details. We apologize for the delayed delivery of your order and we will improve that on our part. In light of the inconvenience we have caused you, we will allow an item exchange for your trousers and on pickup of the old item, it will be inspected to check its condition. I will personally make sure that your case is prioritised.

Thank you for contacting us and if there is anything else we can assist you with, do not hesitate to contact us again. I hope this response satisfies your issue.

With kind regards

Wieslaw Samushonga
Customer Care Executive
BabyShop Team

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