ThredUP Customer Service Assessment

Instructions
 Please read the following customer service inquiries and write a response as if you were
replying to an actual customer.
 Type your answers below each question. 3 to 5 sentences is sufficient.
 This is purely a writing test, so you do not need to give the technically correct answer.
(We don’t expect you to know the policies and procedures.)
 Use this as an opportunity to be creative, let your personality shine through, and be
customer-centric in your responses.
 It’s all about the customer! Remember that empathy goes a long way in customer care.
Make sure the customer knows that you’re not just an automated response or a robot
behind a macro.
 We are looking to see your customer service sensibility and an open + friendly tone
through the strength of your written English.
 Make sure to proofread your work and complete the assessment by the end of the day.
 Have fun with it!

Issue 1
Hey there!

I am very upset with your services and I really want to know how you will make this
better. I ordered a skirt and a jean from you and they both had a broken zipper! This is
my first purchase from you guys and it’s a bummer.

Sincerely,
Rhonda
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R//:
Dear Rhonda,

We sincerely apologize for you having received damaged clothing. At thredUP we take
pride on upstanding customer service so we assure you we will work diligently to resolve
this issue to your satisfaction. We want you happy with your experience at thredUP.

Thank you for reaching out! Don’t hesitate to contact us again if further assistance
needed.
:D

Best regards,

thredUP team
Issue 2 
Hi,
I was trying to check out, but it keeps asking me for the correct coupon ID. Could you
help me to add it to my order so I can check out?  Thanks!

Harriet
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R//:
Dear Harriet,

Thank you for being one of our amazing customers. We would love to help you save
some money on your order. Let’s verify that you’re in the correct place in the checkout
process. Please provide me with the coupon code that you are using, to make sure it’s
up to date and accurate. We will also provide you with a special loyalty discount code if
unable to use your current code.

Thank you for reaching out! Don’t hesitate to contact us again if further assistance
needed.
:D

Best regards,

thredUP team

Issue 3
Hello!
I am constantly online shopping but had never seen something like you. I’m excited to
start ordering from you. Could you explain a bit better what it is that you do and how you
do it? Thanks!

Sincerely,
Lu
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R//:
Dear Lu,

At thredUP we try to make shopping with us convenient, easy, and fun! I’m sending you a
link for a short video that will walk you through the process step by step. We will have
you loving your shopping experience in no time!

Thank you for reaching out! Don’t hesitate to contact us again if further assistance
needed.
:D

Best regards,
thredUP team