Subject: Re: LSM Joining Case Test - Vishwesh Pandey
From: Vishwesh Pandey <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Fri, 12 Apr 2019 02:59:42 -0400

| | LSM Joining Case Test

Name | Vishwesh Pandey
E-mail | [email-masked]
Phone Number | (91) 9838752753
Which blurb would you select? | Blurb 2

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.

In this scenario, the customer wants to know if he/she will receive the tickets to the Lady Gaga event on time. He/she also wants to know if we will be able to deliver the tickets to his/her hotel. As a customer care representative my objective here should be to answer the question asked and not laden the customer with unnecessary information.

I have chosen to go with Blurb 2 because it answers the question of the customer regarding the availability of the tickets. This blurb clearly states that the tickets will be sent in the week leading up to the event, in other words it tries to pacify the customer that the tickets would be delivered on time and there is no need to worry. This blurb also states that we are able to deliver the tickets to the customer's hotel and provides a guide on how to add an address of the hotel where he/she would be staying.

The reasons why I didn't go with any other blurbs are -

1. Blurb 1 and 2 didn't answer the question whether we would be able to deliver the tickets to the hotel.
2. Blurb 4 didn't have answer when the customer would receive the tickets.
3. Blurb 5 was completely out of context. It was full of irrelevant information. Customer had no issues with the price of the tickets.

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

In good customer service we show our sympathy to the customer, whereas, in great customer service we empathize with him/her.

In good customer service we treat every customer as a "customer," whereas, in great customer service we treat every customer as a friend.

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