Subject: Re: LSM Joining Case Test - Saurabh Upadhyay
From: Saurabh Upadhyay <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Wed, 24 Apr 2019 03:08:37 -0400

| | LSM Joining Case Test

Name | Saurabh Upadhyay
E-mail | [email-masked]
Phone Number | (+91) 7065003030
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.

In Blurb 1 the advisor is informing the customer about the delivery address which is probably his/her's residential address. Hence, this reply cant resolve the query of our customer and make him a happy customer of ours.

In Blurb 3 the advisor is just acknowledging the customer's issues and empathying him/her. He/She isn't trying at all to take ownership and resolve his queries.

In Blurb 5 the customer is advised that his/her's name may or might be on the ticket, but that's not an issue. And on the same hand we are not allowed to tell the customer for the prices other than face values. What so information is given on the website that's supposed to be the final information for the customer. We Are supposed to clarify him on the same. But we can't manipulate the answer and blame the seller for the issues he/she is facing.

In Blurb 2 the agent is informing customer that he/she might be receiving the tickets in the week of the occurence of the event. He/she is also informing the customer that ticket sellers release the tickets which may lead to the occurence of the issue. Rather he/she took the initative to take the ownership and tried his best to resolve. But the answer was still unsatisfactory.

So, finally the Blurb 4 is the correct answer. As the advisor gave proper links to the customer. Tried his level way far better to satisfy his/her query. Also informed that where to add address and edit it, make needful changes and to make sure that someone is there on behalf of the customer if he/she isn't there to receive the tickets to just sign and receive the tickets for him/her.

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

Good Customer Service is handeling queriesof the customer, listening to the issues he/she is facing.
Everybody can do good customer service. Everyone who has even a small shop can do good customer service.

Great Customer Service consists of putting down yourself into customers shoes and then trying your level best to understand and handle the issue. Great Customer Sevice is done by big brands and bigger organisations in order to make their customer base, and to satisfy the needs and demands of their customer.

The basic difference between a small scale organization and a MNC is that one just hears out the prioblems and another one tries to resolve it to the fullest and search deep down for the issue which lead it to this. In order to end up the current issue and so it may never occur again to anybosy else, which may spoil there BRAND.

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