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SET A

OPERATIONS EXCELLENCE ENGLISH PROFICIENCY TEST

ASSESSMENT 2017

NAME: POSITION:

GROUP: EMAIL TEAM

DATE:

The purpose of this assessment is to evaluate your English writing skills, which includes grammar,
spelling and your overall ability to convey a message or an idea effectively. You will have 40mins
to complete the assessment and all answers must be no less than 100 words unless specified
otherwise. Your scores will be treated with the strictest confidence. Thank you!

1. Please draft a reply to the following E-Mail: (3 MARKS)

Hi TM,
My name is Jasmine and Im your loyal customer since 2005. I have my own online business and Im selling
cakes and chocolate. Fast internet its crucial for me to track my order and answered my customer
questions. Currently Im using Streamyx 1.0mbps and its make me sad when the internet line was very
slow and always intermittent. Its really frustrating for me because I had made numerous reports to your
Technical team but nothing was solved. Please help me; because of this internet connection problem its
ruined my online business. Here my Streamyx account number D321582534692, please check and send
technician to my house.

Regards,
Jasmine Yeoh

2. Please draft a reply to the following E-Mail: (3 MARKS)

Dear Telekom Malaysia Bhd,

My name is Absyar and now Im using Unifi VIP 10. Im really impressed and happy with the fast internet
connection line. I just want to know how to create password for my internet wifi. Currently a few of my
neighbors using my internet wifi for free and Im the only one who paid the bills. I dont mean to be
greedy but its distracted my privacy and freedom as the owner. Please guide and show me how to
create a wifi password, I had called your customer service but there is no answer due to high call. Please
reply my email ASAP or call me 012-2344562.

Thank you,
Absyar Syaraf
SET B

OPERATIONS STRATEGIC MANAGEMENT (OSM) ENGLISH PROFICIENCY TEST

ASSESSMENT 2016

NAME: POSITION:

GROUP: EMAIL TEAM

DATE:

The purpose of this assessment is to evaluate your English writing skills, which includes grammar,
spelling and your overall ability to convey a message or an idea effectively. You will have 40 mins
to complete the assessment and all answers must be no less than 100 words unless specified
otherwise. Your scores will be treated with the strictest confidence. Thank you!

1. Please draft a reply to the following E-Mail: (3 MARKS)

Hi Telekom,
Im Raju, I just want to know my bill dispute status. Telekom promise to me that I will get my rebate 3
months after I made my report. Supposedly I will get my rebate by this month but when I see my phone
bills there is no rebate appear. Here my home line number 03-32690884, please check my rebate if not I
dont want to pay my telephone bill this month.

Thanks,
Raju a/l Raja

2. Please draft a reply to the following E-Mail: (3 MARKS)

Dear TM Customer Service,

My name is Orkid and I have a big problem right now. For your information I had overpaid my Telekom
bills for this month. My internet and phone line bills just RM145.00 but I had paid RM1450.00. Can your
team transfer back my money to my bank account? And whats the faster way to get my money back?
Please TM Im urgently need your help and get back my overpaid money bills. Here my home line number
05-4568796 and here my contact number 018-5488556. Please help me.

Urgently need your assistant to solve this problem,

Million of thanks,
Orkid Binti Omar
SET C

OPERATIONS STRATEGIC MANAGEMENT (OSM) ENGLISH PROFICIENCY TEST

ASSESSMENT 2016

NAME: POSITION:

GROUP: EMAIL TEAM

DATE:

The purpose of this assessment is to evaluate your English writing skills, which includes grammar,
spelling and your overall ability to convey a message or an idea effectively. You will have 40 mins
to complete the assessment and all answers must be no less than 100 words unless specified
otherwise. Your scores will be treated with the strictest confidence. Thank you!

1. Please draft a reply to the following E-Mail: (3 MARKS)

Hi Telekom,
Im Raju, I just want to know my bill dispute status. Telekom promise to me that I will get my rebate 3
months after I made my report. Supposedly I will get my rebate by this month but when I see my phone
bills there is no rebate appear. Here my home line number 03-32690884, please check my rebate if not I
dont want to pay my telephone bill this month.

Thanks,
Raju a/l Raja

2. Please draft a reply to the following E-Mail: (3 MARKS)

Dear Telekom Malaysia Bhd,

My name is Absyar and now Im using Unifi VIP 10. Im really impressed and happy with the fast internet
connection line. I just want to know how to create password for my internet wifi. Currently a few of my
neighbors using my internet wifi for free and Im the only one who paid the bills. I dont mean to be
greedy but its distracted my privacy and freedom as the owner. Please guide and show me how to
create a wifi password, I had called your customer service but there is no answer due to high call. Please
reply my email ASAP or call me 012-2344562.

Thank you,
Absyar Syaraf