Subject: Re: LSM Joining Case Test - Shekhar Gupta
From: Shekhar Gupta <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Sat, 9 Jun 2018 02:59:56 -0400

| | LSM Joining Case Test

Name | Shekhar Gupta
E-mail | [email-masked]
Phone Number | (+91) 8447521110
Which blurb would you select? | Blurb 1

Please advise why you would select this blurb and if you would add any information tothe blurb selected. If you would amend the blurb, please write the additionalsentences.

Reasons to select this blurb:

1. Customer Service Representative has clarified, checked and confirmed with the seller prior to providing a response to the customer.
This provides the customer with a clear and concise idea of the situation and how the situation may pan out.
2. Customer Service Representative assures that he is closely monitoring the situation, which reassures the customer and thereby, increases the brand reputation and trust.
3. The changed address is already present with the Customer Service Representative which instills in the mind of the customer that he is actually been taken care of, thereby increasing the company's reputation and respect in the eye of the customer.
4. Customer Service Representative informs the customer about how the situation will pan out in near future, therefore providing the customer with the service that the company is expected of.
5. Customer Service Representative shows empathy by wishing the customer a nice time at the concerned event. This provides the customer with a sense of care by the company and thus increases the reputation and value of the company.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Great and good customer service differ in the following ways:
1. Empathy: A customer is able to explain his/her problem more clearly and a more appropriate solution can be found if the representative is empathetic towards the customer. Empathy, thereby, plays a major role in providing great customer service.
2. Motivation: A motivated and focused customer service representative can draw out better results in terms of providing service. Lack of motivation in an representative demotivates the customer and thereby makes him lose trust in the brand.
Thereby, Motivation is a major factor between great and good customer service.

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