Subject: Re: LSM Joining Case Test - Pankaj Bist
From: Pankaj Bist <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 31 Jul 2019 10:26:42 +0000

| | LSM Joining Case Test

Name | Pankaj Bist
E-mail | [email-masked]
Phone Number | (91) 8375840671
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.

Customer is concerned regarding the delivery of the tickets to the event. Also customer have told that he would be travelling and requested to deliver the tickets to the hotel he will be staying in.
I chose this blurb as it gives step by step information providing resolution to the customer inquiry.
We can start the response by greeting the customer and show empathy towards the inconvenience caused. Example as below:

Thank you for writing to us.

I can really understand your concern and be happy to help you regarding the delivery of your tickets for the show.

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

Good customer service is something where we provide just the resolution to the customer inquiry.
However great customer service is where we respond to the customer making sure that his query is resolved. It includes greeting to the customer, showing empathy, making sure that the query is resolved at the earliest. Understading the customer concern also plays a major part in great customer service.

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