Subject: Re: LSM Joining Case Test - Neha Mahajan
From: Neha Mahajan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 12 Mar 2020 04:48:48 -0400

| | LSM Joining Case Test

Name | Neha Mahajan
E-mail | [email-masked]
Phone Number | (91) 8375819981
Which blurb would you select? | Blurb 3
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. | Acknowledged to the customer's query by telling the customer,"I understand that you are very anxious to receive your tickets". Assured the customer stating,"Out specialist customer support team is not monitoring your purchase and will reach out to you as soon as possible". Advisor didn't share any time frame but customer must have felt reassured with the advisor's confidence and the statements used. Also, customer wants the tickets delivered at his hotel as he will be leaving for the concert in 2 days, so once he will be contacted by the team to share an update, he can share the new address where he would want the ticket to be delivered.

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

* Putting yourself in the customers' shoes and trying to resolve things for the customer as soon as possible is a part of great customer services.
* Acknowledgement and empathy play an important role in providing great customer services. Also it is very important to make the customer feel valued.

Good customer services can be provided by only proving resolution to the customer's query but great customer services requires to do extra for the customer. Apart from their query, the account may have some notification, the customer should be notified about that so that they don't face any hassle going forward as well.
Even a computer can provide good customer services with the canned responses but in order to provide great customer services, we need to put human touch into the conversation and make it personal.

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