Subject: Re: LSM Joining Case Test - Rohit Chadha
From: Rohit Chadha <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Mon, 1 Apr 2019 05:30:55 -0400

| | LSM Joining Case Test

Name | Rohit Chadha
E-mail | [email-masked]
Phone Number | (91) 9999428458
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.

Hello,

According to my point of view, Blurb 4 should be selected as a best reply to the customer. I would like to go with this answer. As you also can see that customer is specifically asking for the time and location for the delivery of his/her tickets for Lady Gaga's concert. In Blurb 4, he/she is getting the exact answer for the questions asked. We are responding back to the customer with complete information about the ticket's delivery in Blurb 4.

I personally believe that educating customer is more important while replying to him/her. As you can see that in this scenerio, the representative is also educating the customer regarding his/her concern about self-help. After this kind of reply, now customer would be able to understand everything in a best manner and can do the specific things from his/her own end in a proper way. The representative is also providing options to the customer that in-case if he/she futher needs to change the delivery address, they can do it easily by just login to the mentioned website i.e. http://www.viagogo.com/Help/76 with their 'Viagogo Account'.

We also have to make sure that customer should not give us a call everytime for the same concern. It saves our time. If we reply in this way, the chances of getting calls for same concerns or issues are less. If he/she needs further assistance, they can simply login to their email and check our reply. It will also help us to bridge a rapport between us and customers. As you all know, customer satisfaction is always important for us.

Thanks.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Well, according to me there is a difference between the good and the great customer service. Good customer service includes the soution of the problem for which the customer is calling right now whereas great customer service means apart from providing the solution to his/her concern, we also have to make sure that the customer will not face same issue in future. Only great customer service includes empathy which can further help us in bridging the rapport with our customers.

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