Subject: Re: LSM Joining Case Test - Kuntal Batra
From: Kuntal Batra <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Mon, 25 Jun 2018 06:46:00 -0400

| | LSM Joining Case Test

Name | Kuntal Batra
E-mail | [email-masked]
Phone Number | (91) 9910606536
Which blurb would you select? | Blurb 4
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. | I believe this blurb best answers the buyer's query as it immediately reduces their anxiety related to their purchased ticket delivery. IT gives them clear instructions to update their new address of delivery which they will be staying at once they travel out in 2 days. It gives them the information of how to track the delivery and tells them to instruct the hotel to expect the delivery of the tickets that they are updating (as their new delivery address) on the viagogo website and to sign for same. It assures them of quick delivery and before the event.

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

Great Customer service includes the following aspects:
i) greet the customer positively.
ii) Carefully listen to their problems and understand the priority and importance of the solution from their point of view.
iii) Analyse which among the many solution alternatives will best solve the problem.
iv) Convey these to them in a clearly understood message, in their preferred language.
v) Cross check if they have understood clearly and if they still have any other problems/objections remaining - in this case solve these too to the best of your ability and within company policy - explaining them clearly and patiently.
v) Maintaining  a record of this conversation for a later reference and review.
vi) Giving an update to one's manager immediately if query needs escalation or his support.
vii) Customer service is best when customer satisfaction and result driven - where quality and prompt help is given out meeting customer's expectations properly.

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