Subject: Re: LSM Joining Case Test - prachi upadhyay
From: prachi upadhyay <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 1 Nov 2019 07:32:39 -0400

| | LSM Joining Case Test

Name | prachi upadhyay
E-mail | [email-masked]
Phone Number | (91) 8744922965
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.

i have selected the blurb 2 because the solution provide by the agent to the customer is appropriate and is explained with keeping in mind the etiquette's of a call.

However, i do believe that providing the customer the link of the website and briefing the customer about the process to locate the ticket on the website could have been added advantages and could be considered as walking an extra mile for the customer which ultimately results in achieving the mission of providing exceptional customer service to the customer.

there are a few amendments that i would like to add to the blurb, which are as follows:

- Providing the link
You wish to change your address for which we have sent you a link via text message on the number (******). If in case any further assistance is required to proceed, feel free to contact us.
- Explaining the situation
It's become common practice now for event organisers to only release tickets (or batches of tickets) very close to the event date - often the week of the event.
-Assurance
Rest assured, we’re closely monitoring your order and communicating with your seller to ensure they complete the order in time for delivery to you at the updated address.

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

walking extra mile for a customer- Providing customer help when they need is one thing but taking extra efforts for a customer is something that contributes to exceptional customer service.

Attitude- showing a customer that we as agents not only understand their problem but also try our best to provide the appropriate solution. Being polite and humble could take any agent a long mile.

Empathy- Putting yourself into the customers shoes is one of the most important aspects. everybody wants to be understood and as agents we should should show our customers that we feel for them and understand them

Ownership- take responsibility for the situation. It makes any situation easier for both the parties involved.

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