Subject: Re: LSM Joining Case Test - ROHIT SINGH
From: ROHIT SINGH <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Sat, 30 Mar 2019 04:55:47 -0400

| | LSM Joining Case Test

Name | ROHIT SINGH
E-mail | [email-masked]
Phone Number | (91) 9716388819
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 selected this particular blurb no. 4 because of these reasons:-
1. The first issue of the customer was that he/she wants to know the status of the tickets, i.e. the customer wants to know that when will he/she recieve the tickets. And in this particular blurb, the executive is providing the complete process to the customer that how he/she can trace the ticket, after it gets shipped by the seller.

2. The second issue of the customer was that he/she will be going to the place of event in two days but the event is going to be held in a week, and he/she had given the address of his/her home/workplace for delivery of the tickets, so the customer wants to know whether he/she can update the address to hotel's address and for this the executive provided the link and the steps for updating the address, and that is the correct procedure that should be followed.

Apart from this these were the correct steps that the agent followed:-
1. The agent asked for e-mail

2. The agent did not say any negative thing for the event organisers or the seller, as in  Blurbs 1 and 3.

3. The agent also provided the steps to how to change the address after sharing the link with the customer.

4. The agent also informed regarding the delivery that the customer should inform the hotel staff about delivery of a courier, if he/she is not present there.
This was a very good step as it is a common mistake that customers do, and miss there couriers.

5. In the whole conversation, the agent provided assurance to the customer that they will be informing him/her the status of tickets, till it gets delivered.

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

A good customer service is when a customer does not satisfy completely, it may be because the agent has not provided accurate information to the customer about his/her query.
A great customer service is assuring the customer gets complete satisfaction, but at the same time the rules of the company should not be violated.

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