I. You are a customer service agent and you have to respond to the query of the customer. You work for dating.com (a dating site) and all your answers should be based in this context.

Complex issue. Spot all questions and statements that need to be addressed in this email.

Tips:

- Identify the questions/s asked by the customer- Identify the main issues that need to be addressed

Hi there.

On two separate occasions (one this morning) I have sent and also received emails which have disappeared from my email records.

Situation 1:

This morning I received an email sent to me by someone of the name Jennifer from London, I looked at her message, she seemed keen for me to exchange messages, even left her personal email address to contact her directly...ok, well, I thought. I'll come back to this (it was 7;30 am, I had to leave for work soon) and then moments later, going back to my emails...it vanished! What??? It just disappeared...

What is going on???

I even tried to search this person, no character existed, by name Jennifer, or area London...(I was already getting late for work).What on Earth is going on here?

Situation 2:A few days ago, I sent a message of hello to someone else,and they responded back to me. Great, no problem there. I sent another message. I included my personal address. Since then, in only a few days….myself and this woman have had constant email communication, yet...our original dating.com messages have been deleted from my account.

What is going on???

Is this some kind of joke? Is this what I am paying for as a service?

I truly hope that either you retrieve my messages and leave my account alone,

or you provide some reasonable explanation to why I have sent and received email messages which have suddenly disappeared from a service that I have signed up and paid for in terms of membership.

Otherwise, well, I just might have to make another kind of decision…

Regards,

Bob

II. Please answer the following email:

Guidelines:

• Acknowledge the email

• Validate the content

• Show empathy

• Answer the email with the right structure and flow (using business email etiquette)

Email 1 payment issue:

Hello,I am sorry to say that I am finding this service extremelydisappointing. The design of the website is not satisfactory, it looksdated and is difficult to navigate. The mobile app is even worse, and asa result I do not use it. As I have paid for a subscription I expectbetter and I would like to end my subscription early and claim a refund.Thank you,

Dissatisfied Customer

Provide the customer with the following info:

No refund can be provided, subscription has been used.

We are going to cancel the subscription for the customer

The current subscription is valid until 01/01/2015

III. Please answer the following email:

Guidelines:

• Acknowledge the email

• Validate the content

• Answer the query by incorporating the instructions (with the right structure and flow)

Email 2 Account issue

Hi dating.com

How do I change a profile photo? It is not allowing me to do so and I would like to change it before COB today.

Many thanksConfused Customer

INSTRUCTIONS: Provide the candidate with the following info:

Changing picture: Click photo box under username, manage photos and choose make this my main photo