Subject: English Language Test - Vijay Kumar
From: Vijay Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 14 Mar 2023 07:05:03 -0400

Foreign Language
Screening Test

Name

Vijay
Kumar    /  (+91) 9971379950    / [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.

Opening-

My name is Vijay from livesales.com how may i help you.

Customer will share concern.

Apology-

I am sorry for the problem you are facing.

Assurance-

I will surely help you better.

please give me some time let me check how can i help you in this concern.

Confirm the product and address to customer,

If address is entered wrong by the customer so i will politely informed to
customer that address is wrong. Secondly if something is wrong from courier
partner side so i will apology for the mistake and delay in delivery and if is
there any way to recorrect the mistake of courier partner so i'll raise a
request, otherwise if any compensation can be given to customer so i'll
raise that and inform the customer with a apology to cancel the order and raise
request fo rcancellation for handbag.

In case courier partner mistake, I will also give assurance to customer that the
courier partner will try that this would not happen again.

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.

Opening-with greet

My name is Vijay from livesales.com how may i help you.

Customer will share concern.

Apology-

I am sorry for the problem you are facing.

Assurance-

I will surely help you better.

please give me some time let me check how can i help you in this concern.

Confirm the product to customer, and i will probing that while team is unboxing
product and installing did you checked scratches on cabinet or team inform you
about that.

Two conditions will come

1- yes they informed me but told me to contact to livesales.com and raise a
request for return, replacement or refund.

In this case i will reply,

In this case i'll apology and assurance for help then i will check the
policy for return and i will raise request as per policy by informing customer
and as per VOC i will act.

2- no i did not checked at that time and i don't know that the installation
team noticed scratches or not.

In this case i will reply

Apology with a assurance to help i'll check the policy that product can be
replaced or can raise refund request. Or if product is cannot be replaced or
refund then i will check that can i give token of appology (an amount given to
customer if customer is not guilty) after concerning to my
supervisor.