Subject: Re: LSM Joining Case Test - Mithun Deb
From: Mithun Deb <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Fri, 22 Mar 2019 07:23:27 -0400

LSM Joining Case
Test

Name

Mithun Deb

E-mail

[email-masked]

Phone Number

(91) 9999929353

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.

As per my
understanding, Blurb 3  would be the correct answer for above mentioned
customer's concern. In Blurb 3 its clearly shows symphaty to customer's concern
and para-phrased it very clearly and  informed the customer why  he has not
yet received the ticket and what was the cause. Also transparently informed the
customer about  unusual delay. Finally the representative clearly showed rest
assurance to make customer believe us and make him we value our customer and its
our utmost duty .

On the other hand, rest of all Blurbs shows direct answer to the customer
without understanding and showing symphathy . No point to point resolution been
provided to the cutomer and  on top of that the representative given
unnecessary information to the customer. Customer service is to make the
customer happy, delight with our service and listen him or her carefully to
provide correct information or resolution to the query they have unlike
providing unnecessary information. If you provide unnecessary informtion  to
the customer , he or she may get confused and may call back for the same concern
again.  A customer care representative should try to resolve a customer's query
in first point of customer's contact.

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

A good customer service is something customer
will rate us 2 out of 5. Suppose customer called in for his or her concern and
we have resolved it as a transactional call with no smile or  offering other
services.

An Excellent customer service is something where customer will provide 5 out of
5, Because the representative have solved the concern and also provided proper
customer care skills like greeting the customer, showing emphathy, symphathy,
para-phrasing, putting on hold after taking permission, asking for further
business and concluding with great voice.

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