Subject: Re: LSM Joining Case Test - Shikhil Domingo
From: Shikhil Domingo <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Mon, 11 Mar 2019 04:20:53 -0400

| | LSM Joining Case Test

Name | Shikhil Domingo
E-mail | [email-masked]
Phone Number | (91) 8860575299
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.

The customer was precisely asking if there is a way to deliver the tickets at the hotel as he/she is travelling in couple of days.

I choose Blurb 4 as my answer as it clearly answers the customer's query. It gives a link for updating the address and shares the procedure to do the same. It also clearly states that the entered address could be a "hotel address" where customer is staying or any other address where someone else, on behalf of the customer can sign the delivery.

Also, in order to reduce any anxiety, the customer care representative also provides next steps that will be taken by the seller after the updation of address and how the customer can track his/her own shipment.

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

A good customer service is when you understand a customer's query through phone/chat and take step to resolve it.

A great customer service is when you understand a customer's query and also his view point as how did he/she got to that query. This will help you in explaining him/her all the details related to that query so that he/she does not get into this kind of situation again.

Also, I feel showing empathy towards your customer is a big step in changing a good customer service experience to a great one.

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