Subject: Re: LSM Joining Case Test - Neha Yadav
From: Neha Yadav <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 9 Aug 2019 05:01:29 -0400

| | LSM Joining Case Test

Name | Neha Yadav
E-mail | [email-masked]
Phone Number | (+91) 9354333503
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.

ReasonI choose blurb 2 is : as customer is getting impatient as he still have not revieved any information about the ticket.
Rather that asking him to confirm his details again i will give him some extra information about e-tickets and other ways to get a copy of his tickets and make him feel comfortable that if in any case he did not get the hard copy he still have soft copy and that will also do the needful for him.

Also i will requst him to share his hotel address with us so that we can update it and send the tickets there as he wants his tickets to be sent there and will advise him to inform the hotel reception to collect the tickets on his behalf .

Also will asure him not to get panic or worried about this as he will be getting his tickets as our focus is on satisfied customers.

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

Excutive needs to put him/her self in customer's shoes.

Excutive should always offer sympathy and empathy both according to the situation.

Customers should be welcomed with a positive YES.

Never overspeak or interrupt in between while customer is speaking. Let him finish and then rephase to undersatnd if we have collected all his point.

Make the customer feel comfortable every time.

Make him feel special by using right words.

Never say NO directly, even if you know that nothing can be done about it.
Always make your customer understand the reason for not being able to do something for them.

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