Subject: Re: LSM Joining Case Test - Shahera Shaikh
From: Shahera Shaikh <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Tue, 19 Mar 2019 05:12:51 -0400

| | LSM Joining Case Test

Name | Shahera Shaikh
E-mail | [email-masked]
Phone Number | (+91) 8588067688
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've selected 'Blurb 4' as it answers the client's query directly. He/she wants the ticket to be delivered at the hotel address as they would be travelling. They may or may not be having the access to the internet connection during that time frame, so they might not be able to edit the address online which makes 'Blurb 4' the best option as per me, as we can give them both options of changing the address which is online as well as offline. Apparently, we can directly go ahead and change the address for the client to the requested hotel or client may do it by themselves. Plus, they can track the order once the address is changed to the desired one, which in turn will make it easy for them to check to when they will receive their tickets (which answers the customer's first question). Also, it advises the client to make sure to inform somebody to collect the tickets once the address is changed incase of their abscense. This option is answering all the questions of the customer as well as it is giving them the extra information needed that they can check the details online too. So, we are helping them as well as we are advising them about the self services which may help them for their future purchases.

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

Good customer service is something you help the customer with all their queries and you will be just doing your job abiding by the rules and the books. Customer may or may not remember you the next time. This service is something where you'll be doing all the work for them as that's what your job is.

Great customer service is something you answer all the queries but build a connection with customer while doing that. The service where customer will for sure come back to you, and might even recommend you to their friends and family. This kind of service makes customer feel that they are in-charge. You go an extra mile to fulfill the needs of the customer if it can be done which will make the client to remember your services.

Everything is sold and we all are consumers consuming stuff. There are thousands of sellers and everybody is a buyer. If clients don't get the service they are looking for after investing their hard-earned money they will keep visiting new and new sellers. But, the thing that connects us is words. If the words that we speak makes it to their heart they will come back for sure and that's what a great customer service is.

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