Subject: Re: LSM Joining Case Test - Anneshya Banerjee
From: Anneshya Banerjee <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 12 Sep 2019 05:14:22 -0400

| | LSM Joining Case Test

Name | Anneshya Banerjee
E-mail | [email-masked]
Phone Number | (+91) 7093901040
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.

This blurb appears to be the most appropriate for this particular scenario. The customer stated that he would be travelling to the city where the event is supposed to take place in 2 days. He would obviously put up at a hotel there. The problem statement clearly calls out that he wishes to have his tickets delivered to a new address which is the hotel address.
Blurb 4 is very succinct in requesting the customer for his hotel address which he may either provide to us or conveniently update the same on the website. The blurb assures the customer that the tickets would be shipped out on priority as soon as the address is updated. It also provides him with details on how to track the tickets. Transperancy, security and an assurance that the tickets would arrive in time at the correct address is what the customer needs here and the blurb is helpful in addressing all of the above.
Following are the changes I would make to the blurb to make it a tad more personalized:

To ensure that you get your tickets in time for the event, please provide us with the address of the hotel you will be staying at. |CountryNameOrCityName|.You can update the address on your account by using this link http://www.viagogo.com/Help/76, or you can change your delivery address by signing in to your viagogo account, and locating the order under your "Purchases".

When this is done, we will ensure the seller sends out the tickets as soon as possible to the new address. Once the seller receives the tickets, they will be shipped via track and traceable postal services. You will receive an email to notify you that your tickets have been shipped to the provided delivery address along with a link for you to track your order.

I hope this answers your question and you have a great time at Lady Gaga!

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

Good customer service is when the customer's queries are merely met and services delivered within the SLA.
Great customer service is when the process is entirely customer centric and the agent strives to attend to the customer's needs as soon as the query flows into the bucket. The turn around time is way less than the SLA. The agent not only provides the best solution to the customer but as a gesture of goodwill also provides them with some complimentary service, within the scope of the company's budget and process.
The way of corresponding with a customer also goes a long way in retaining the company's loyalty base. An agent/CS executive must be empathatic, patient and polite at all times.
Good customer service may not follow up with the customer post the service is delivered but great customer service always entails checking with the customer on how the solution is working for them post the service is delivered. This is how trust is built and maintained.

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