New concise email rule explanation
What should be included in Paragraph 2 of the email?
A) A self-introduction, including your job title
B) A clear expression of gratitude and apology
C) A self-introduction (only for the first email) and a clear statement of the customer’s issue and request
D) Only the customer’s issue and request
self-introduction (only for the first email) and a clear statement of the customer’s issue and request
Why should Tier2 attach the English script in the "Leave a message" tab?
A) To avoid any further translation errors
B) To ensure (QE) team can audit based on the original English script
C) To speed up the translation process
D) To verify the accuracy of the local language content
B) To ensure the (QE) team can audit based on the original English script
Which of the following should be bolded in the email body?
A) Item description
B) Delivery date
C) Customer's name
D) Customer's request
Delivery date
How should the closing paragraph of the email be written?
A) It should include a detailed summary of the resolution
B) It should express gratitude multiple times
C) It should only express gratitude or an apology once, and be no more than one sentence
D) It should contain multiple apologies for any inconvenience caused
It should only express gratitude or an apology once, and be no more than one sentence
What will the (QE) team do after receiving the English script in the "Leave a message" tab?
A) Re-translate the content into the local language
B) Audit the content based on the original English script
C) Ignore the English script and use the translated version
D) Provide a refund for translation errors
B) Audit the content based on the original English script
What information is NOT typically bolded in the email body?
A) Fulfilled refund amount
B) Refund timeframe (e.g., 5-14 business days)
C) Customer’s email address
D) Discount (20% coupon, $5 credit)
Customer’s email address
When writing about money information in the email, what should you do?
A) Always bold the money amount, regardless of Tier2’s ability to fulfill
B) Only bold the money amount if Tier2 can fulfill it
C) Never mention the money amount
D) Bold the item’s name instead of the money amount
Only bold the money amount if Tier2 can fulfill it
Which of the following is correct regarding what should be bolded in the email?
A) Refund timeframe (e.g., 5-14 business days)
B) Item name
C) Customer’s question
D) Apology statement
Refund timeframe (e.g., 5-14 business days)
In Paragraph 3, which of the following is true about the resolution?
A) The money information should always be in bold
B) The item name should always be repeated
C) Only bold the money information if Tier2 can fulfill the request
D) Always express apologies and thanks in this paragraph
Only bold the money information if Tier2 can fulfill the request
If the content goes disorganized after translation, what should Tier2 do?
A) Ignore the issue and send the translated content
B) Provide the translated content again without any changes
C) Attach the English script in the "Leave a message" tab for QE audit
D) Re-translate the content using a different translator
Attach the English script in the "Leave a message" tab for QE audit
Which of the following should be bolded in the email?
A) Customer’s issue description
B) Fulfilled refund amount
C) Apology statement
D) Product description
B) Fulfilled refund amount
Which of the following is a requirement for Paragraph 1 of the email?
A) The paragraph should have a greeting and provide detailed information about the issue
B) The paragraph should include a self-introduction and express gratitude
C) The greeting should be no more than one sentence
D) The greeting should be a formal introduction with a detailed explanation of the situation
The greeting should be no more than one sentence
Which of the following should not be bolded in the email body?
A) Discount (20% coupon, $5 credit)
B) Delivery date
C) Refund timeframe (e.g., 5-14 business days)
D) Negotiating with Customer
D) Negotiating with Customer