Subject: English Language Test - Komal Kumari
From: Komal Kumari <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 8 Oct 2022 05:04:22 -0400

Foreign Language
Screening Test

Name

Komal
Kumari    /  (201301) 9798819180    / [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.

Using the customer's name .using their name conveys that we
see them as a oerson with an identity rather than just a faceless customer. The
same goes for when your team members use their oen names. When customer service
representatives or me use their names and identities for their signatures and
avtars , it broadcasts individual people rather than faceless representatives
for a big company . This level of identity can help deter customer's
problematics behaviour and drive deeper relationship - building abd mutual
trust.

Humanize my response as mych as i can by encouraging my team members to be
themselves, using language that feels natural , and recognizing that my customer
are humans too.

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.

Hi
customer abc ,

I understand your frustration .

For some customers , a lack of phone support is a deal breaker and that's
completely understandable but its 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. Of you provide the following information that
will help us track down what's happening and figure out the best way
forward.

‹ reiterate your specific qiestions›

I really appreciate your help and i know its stressful when you have got
work to do and you are struck like this.as soon as you reply  ill be
automatically notified so i can start investigating for you.