You are on the support team for a cable/internet company and you have received the following email from a customer, Mike Smith:

“I am very upset that your installation tech did not come to my home today at the appointed time. I took time off from work, all for no reason! I was told he should arrive between 12:00 and 5:00. He didn’t get here until 5:45. I could have just stayed at work since I normally get home at 5:30. This is not a good way to start my new service with you and I am already considering canceling!”

A quick check of the notes on the customer’s account shows that the tech was scheduled to arrive ideally between 12:00 and 5:00pm, but didn’t get there until about 5:45 because of heavy traffic resulting from a car accident on one of the major crosstown roadways.

Please draft your response to this customer in the box below.

   

Tags
Customer Service Written Communication Public Manually scored
Easy

7min

Score Distribution
Loading...
Would you like to see our other questions?

We have 500+ premium hand-crafted questions for 30+ job skills and 10+ coding language. We prefer questions with small samples of actual work over academic problems or brain teasers.

Visit our question library

Private Concierge

Send us an email with an explanation of your testing needs and a list of candidates. We will create an appropriate test, invite your candidates, review their results, and send you a detailed report.


Would you like to see our tests? The following tests contain Customer Service related questions:
On the TestDome Blog

Screening Applicants: The Good, the Bad and the Ugly

Since we’re all biased and we use incorrect proxies, why not just outsource hiring to experts or recruitment agencies? After all, they’ve been screening people for many years, so they must know how to do it right?

Not really. I was surprised to discover that many experts disagree with each other. Everybody praises their pet method and criticises the others. Many of these methods look legitimate, but are based on...