Subject: Re: LSM Joining Case Test - Avikali Sumi
From: Avikali Sumi <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Mon, 15 Apr 2019 03:32:14 -0400

| | LSM Joining Case Test

Name | Avikali Sumi
E-mail | [email-masked]
Phone Number | (+91) 9366247161
Which blurb would you select? | Blurb 1

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 would choose blurb 1 as the solution because it has all the elements of a great customer service, as the brand provides not only safety but security and guaranteed assurance that the problem faced by their customer is being taken care of and they do not need to worry.
As individuals who are now accustomed to online services it is an added bonus that despite not being able to communicate via the telephone, one can rely on solutions given by the customer care services with empathy and assurance.
Blurb 1 is not only providing solution but also added details about the customer's orders, this can, without a doubt, help lessen the burden of a worried customer. In it they also assured the customer that delivery system is available to whichever address the customer has provided which means the customer can travel without worry. The delivery tracking number is added bonus because the customer can constantly be on the lookout for their order.
What can make blurb 1 even more efficient is providing e-ticket option that blurb 2 mentions, however, it is the lack of empathy and assurance that made me opt for blurb 1 instead since the brand's mission is to value happy and satisfied customers.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is providing ample solution to the customer's problems, however, a great customer service is when we go beyond, put that extra effort in making a customer feel like they not only got the solution to their problem, but they were genuinely taken care of. It should be a memorable experience for the customer so that in the future, they do not hesitate to ask for help. More often than not, when a customer receives a dissatisfied response, they are likely to never ask for help again, hence affecting the reputation of a brand. Therefore, for a great customer service one needs to make that extra effort.

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