Subject: Re: LSM Joining Case Test - Shashank Mishra
From: Shashank Mishra <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 9 Aug 2019 03:29:07 -0400

| | LSM Joining Case Test

Name | Shashank Mishra
E-mail | [email-masked]
Phone Number | (91) 9958126315
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 select blurb 1 as it has all the elements required for great customer service. The agent in blurb 1 has shown great customer service skills. The explanation is detailed. The agent has confirmed the address as well and also provided the TAT for delivery of tickets alongwith the delivery tracking number. In the last part of the call the agent also greeted the customer by wishing him/her to have a great time at the event.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | There is always a difference between a good and a great customer service. If an agent provides good customer service he might end uo gettng a promoter , a passive or a detractor as well however if a great customer service skill is displayed by any agent over the call then chances of getting a promoter is always high. A great customer service skill requires an energetic call opening , empathy &amp; sympathy, detailed process explanation, to follow the hold procedure correctly, sign posting the customer, summarising the call, To end the call on a good note.

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