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Lang Written Instructions

Good interview subject, you can use it for interview questions

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8 views

Lang Written Instructions

Good interview subject, you can use it for interview questions

Uploaded by

ridoysh7
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Lang Written Brief

Brief
You are a customer service Representative for “Timberland” and you have just received the email below from a customer (see below)
You have 20 minutes to complete this assessment in full:

● Please read the email and note what / if, any investigation is needed

● Note how you imagine this customer to be, from the email?

● Create a response to the customer

From: Michelle
To: "[email protected]
Date: TODAY!
Subject: Return

REF: 320589
Good morning please can I return the boots they don't fit my calf :( such a lovely boot but you just don't make them wide enough. Gutted :( (
Could they be collected as I have fractured my wrist and this box is too big to take anywhere and I don't drive.
Thanks
Michelle
Lang Written Brief

Supporting documentation to help:

[HOW TO MAKE A RETURN]

● Fill it out. Detach the bottom half of the consignment note (included in the package containing the Goods) and fill out your return information on the front. Include the quantity and a reason code
for each item you are returning.

● Box it up. Package up your return merchandise with original packaging, if possible, and include the return form. Seal securely.

● Print Returns Label. Please fill out your order number, desired pick-up address and telephone number using our online returns label process. Once we have approved your return you'll be able
to print off your returns label and attach it securely to your return package.

● Arrange pick-up. Once you've printed off your returns label please call our preferred carrier UPS on 08425 177777 to arrange a pick-up. Alternatively, you can drop off your package at a UPS
location.

[PRODUCT EXCHANGE]

● Unfortunately, we are currently unable to offer an exchange for your order. If you wish to receive another product or size, please return your order to us for a refund and place a new order for the
product you require.

[IMPORTANT]

● All goods need to be returned to the address indicated in the return label to be printed out and attached on the parcel.

● All items are quality controlled and checked for any faults or manufacturing defects before they are dispatched to you. Should you receive an item that is not in perfect condition please contact
us immediately
Lang Written Brief
● Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

● Items should be returned in their original packaging to ensure they are adequately protected in transit. We do not accept liability for Goods which are damaged or lost during return shipment to
us.

● Please note that while the Goods remain in your possession you are under a duty to ensure that the Goods are kept safe, secure and in good condition.

● Once your return is received and processed, your initial form of payment will be credited for the product price plus any applicable taxes.

Dear Michelle,

Thank you for contacting Timberland Customer Service. I'm sorry to hear that the boots don't fit your calf properly and that you're dealing with a
fractured wrist. We appreciate your feedback about the boot width, and I'll make sure to pass this information along to our product development
team.

Regarding your return request (Ref: 320589), I'd be happy to assist you with the process and arrange for a collection given your current situation.
Here's what we'll do:
1. I'll initiate a return request for your order.
2. We'll arrange for UPS to collect the package from your address.
3. Once we receive and process the return, we'll issue a full refund to your original form of payment.

To proceed with the return:


1. Please package the boots in their original box if possible.
Lang Written Brief
2. Include any original packaging materials.
3. You don't need to print a return label – our UPS courier will bring one with them.

Could you please confirm your current address and provide a contact number for the UPS courier? Once I have this information, I'll schedule the
collection for you.

If you're interested in a different style or size of boot that might better accommodate your needs, please let me know. While we can't offer a
direct exchange, I'd be happy to suggest alternatives or guide you through placing a new order after your refund is processed.

Thank you for your patience and for being a valued Timberland customer. We hope your wrist heals quickly!

Best regards,
Aryan Faisal
Timberland Customer Service Representative

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