Subject: Re: LSM Joining Case Test - Pushpender Singh
From: Pushpender Singh <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Tue, 12 Feb 2019 04:26:31 -0500

| | LSM Joining Case Test

Name | Pushpender Singh
E-mail | [email-masked]
Phone Number | (+91) 9873417471
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 have opted "Blurb 4th" because the customer is saying that he/she is travelling in 2 days but the event is taking place in a week's time, so ideally the customer is travelling before the event's time, being a customer care representative this is my responsibility to request or inform the customer to update the delivery address (e.g. Hotel) and the other necessary details in the portal accordingly in order to get the tickets on time. We should also navigate the customer step by step so that he/she can update the details quickly and hassle free. Also, we should inform the customer well in advance that if he/she is not available at the mentioned address while the order is on the way; someone will be there to receive it and sign it on his/her behalf.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Customer service is after sales part, which means customer comes in the portal with a query or a complaint about the product which he/she purchased. Now, this is our responsibility to assist the customer in best possible manner, there are 2 ways of it; you can simply follow the protocols and resolve the customer complaint by using the techniques which you've learnt in the training but, you are not sure whether that same customer can approach you for the same complaint again after a few days time, at this point you did your job pretty good as you've resolved the complaint, but it is not fixed permanently. In order to give the best customer experience, we should go and think extra mile to resolve the complaint completely so that the customer will not come with a same complaint again and again. Using your methods, techniques, by going an extra mile to resolve the query or complaint is the great customer service in my opinion and that's what the difference is all about.

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