Subject: English Language Test - Mahendra Singh
From: Mahendra Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 17 Aug 2021 09:40:20 -0400

| | Foreign Language Screening Test

Name | Mahendra Singh    /  (0145) 7426886784    / [email-masked]
Whats your first language | English

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.

I understand your frustration. For some customers, a lack of phone support is a deal breaker, and that’s completely understandable, but it’s not something we offer at this time.

I want to help you get you the answers you need, and we can definitely get that done by email, but I will need your help.

If you can provide the following information, that will help us track down what’s happening and figure out the best way forward.

<reiterate your specific questions>

I really appreciate your help, and I know it’s stressful when you’ve got work to do and you’re stuck like this. As soon as you reply, I’ll be automatically notified so I can start investigating for you.

You can omit this if the customer isn’t threatening to leave.

Position yourself with the customer against the problem, and gently remind them that they are the one holding up progress.

Now that you’ve reset the conversation repeat what you need to help them.

People often want phone calls because they worry about speed or being ignored.

Build their confidence by explicitly telling them what happens to their email when it arrives.

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. | Great refund policies encourage customers to commit to a purchase and allow them to shop without fear of consequence.

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