Subject: Re: LSM Joining Case Test - ankit karki
From: ankit karki <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Sat, 23 Feb 2019 06:03:07 -0500

| | LSM Joining Case Test

Name | ankit karki
E-mail | [email-masked]
Phone Number | (+91) 8860220904
Which blurb would you select? | Blurb 3

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.

Blurb3 should be correct answer from all the other options, as you are not giving any false expectations to the customer. Double cheking address can be beneficial but we should ensure the correct address at the time of booking tickets and it can also frustrate the customer. Letting them know that we are working for it and giving customer assurance will give the positive impact.
Empathy should always be with customer as it is most important part of customer service.

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

Resolving customers issue is considered as good customer service but after resolving issue making them happy would be great customer service. In the customer service we should provide all the posible informaion. If there is no possible solution we can give information why it is not possible. We should empathise the customer and try to resolve the query as soon as possible. Our efforts can give a solution to the unresolved issue. Before providing any solution we should know all the procedure and knowledge about the product or process.

In the customer service patience is the most important thing because some time customer can be frustrated. We should handle them with our soft skills and empathy statements. Before providing any solution we should ensure what the problem is and what customer wants from us. In customer service we can not give the false expectations and knowledge which is out of content. We should always check the details very carefully because customer can make a mistake but we can't.

In customer service we can give the extra information to the customer which is related to the issue and can be beneficial. Making negative statements can frustrate the customer, so in great customer service we should always be positive. After resolving any issue or providing information we should ensure that it will not happen again.

In the customer service, customers should be first priority and we can show the rude behaviour in front of them.
So using all of the soft skills, providing all the possible information and resolving the issue can be considered as great customer service.

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