Customer Ops – Pre-Interview In-tray Exercise
The objective is simply to reply to the customer/user emails in a way that you feel is appropriate
for a customer operations employee.
1) You are working for a social platform company (Facebook/Twitter). A customer/user
emails asking for their account to be deleted:
Customer Email:
Hi,
The site’s not working. It’s a complete waste of time. Delete my account immediately and let
me know when this has been done.
Your Response:
I appreciate you getting in contact.
I want to start by saying I'm sorry for any recent frustration you've been having.
To help you, we kindly ask that you submit the information below.
Account Details:
Date of last login:
Ref. ID.:
The login link you are using is:
Please Note:Please use Google Chrome to open the link instead of Internet Explorer.
However, occasionally because of trafficking, a technical problem occurs, and the website displays a blank
page.
We are giving you an official link to our website right now. [link].
I think this will help you with your problem.
Please let us know if you have any other questions, issues, or if we can be of any help to you in the future.
Also, please let us know if you're certain you want your account cancelled.
Thank you,
Regards,
XYZ
2) A customer/user is unable to sign up for your service.
They have now tried to sign up several times, but they will not be able to use your service
right now.
You will need to let the user know that they will not be able to use the service right now,
however this may change in the future.
Customer Email:
I am extremely angry.
I have tried to sign up many times, but I can’t.
Please fix this now!
Your Response:
Please accept our sincere apologies for any inconvenience these problems may have given you.
It appears that a problem with our server was to blame for the connectivity problems you
encountered. Our team has located the problem's source and is working hard to put a solution
into place. We anticipate that the technical team will need some time to resolve the problem, and
it's also possible that service changes will be necessary.
Please allow us a few days to fix this bug. When the service is ready, we'll contact you directly
to let you know.
Within the next two months, we'll migrate to new servers, which will give our service even more
stability.
Thank you,
Regards,
XYZ
The objective is simply to reply to the customer/user emails in a way that you feel is appropriate for
a customer operations employee.
3)
Complaining about a delayed response
We are an email-based company selling toys and are currently experiencing high
volumes of emails.
A user/ customer has previously emailed our Customer Ops Team and has advised they
haven’t heard back in a week.
Their original issue is they haven’t received their toy order.
You will need to apologise to the user and provide further advise, explaining the issue.
Customer Email:
It’s been a week and I have still not got a reply for my email.
I still have not received my order!
Can someone please follow this up and organise a redelivery?
Your Response:
Hello and good day!
We sincerely apologies for the delay in responding to your request owing to the huge volume of emails
we are currently receiving.
We are extremely sorry to hear that your order has not yet been delivered. I can appreciate how
upsetting this must be. The status of your parcel is presently recorded as "transportation" according to
the India Postal Service tracking system. Visit this link [link] to keep track of the status of your package.
If your package hasn't arrived by [Date], please reply to this message and contact us immediately.
You can call me directly at 123456XXXX
Thank you,
Regards,
XYZ