Subject: Re: LSM Joining Case Test - Stuti Anjani
From: Stuti Anjani <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Thu, 17 Jan 2019 06:31:46 -0500

| | LSM Joining Case Test

Name | Stuti Anjani
E-mail | [email-masked]
Phone Number | (91) 8787028744
Which blurb would you select? | Blurb 2
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. | According to me, 'BLURB 2' will be the best answer to the question because the customer is leaving for the event quiet early and she needs the ticket as soon as possible. E-ticket is the fastest mode through which the customer would be able to receive the tickets. Apart from that BLURB 4 also mentions that customer should choose the correct delivery address for the tickets, as the lady wants tickets to be delivered at her hotel so she could choose the address of her hotel and even if she is not able to receive the tickets she will at least have the e-ticket. The executive has also pitched the value added service like from where to track the order, so that every time customer is not contacting the customer care and getting frustrated as well the executive has mentioned all the points that need to be ensured from the customer's end for delivery to take place at correct location.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A good customer service is when we provide with resolution to the customer's query or give the detail for what the customer has called for. Simply, point to point without any human touch. But, a great customer service is providing satisfactory resolution to the customer and also pitching with value added service which will help the customer in a long run. To provide a great customer service we should be able to empathise with the customer and listen to him patiently. The executive should be able to give the resolution thinking himself in customer's situation and what expectation will he have from customer service. In a great customer service sympathy and empathy both should be present. An executive must try to add a human touch to the conversation when needed so that customer may remember you even post the call got over. A good customer service works for a short term i.e., just solving the customer's issue and a great customer service is for long run which is meant not only to provide the resolution, but also for the company's goodwill, growth and progress. When an executive is providing service for his growth that is good customer service and when an executive is providing service keeping in mind the growth of the company, it is great customer service.

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