Subject: Re: LSM Joining Case Test - Poonam Sheoran
From: Poonam Sheoran <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 22 Oct 2020 06:38:06 -0400

LSM Joining Case
Test

Name

Poonam
Sheoran

E-mail

[email-masked]

Phone Number

(201002) 8178931250

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.

In the 4th Blurb Customer service agent
answered the customer's question which he was asking and guided how to update
the Address .... ( But the beginning could have been better)

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

Good Customer Service –
Your customer emails from your website. You respond within 24 hours.

Great Customer Service – You respond to that customer within minutes.

Good Customer Service – A prospect is on the phone and asks you a question you
don’t know the answer to. You put them on hold to find the answer and then
come back to them with it.

Great Customer Service – You explain you don’t know the answer but will get
them the answer. You tell them you recognize their time is valuable and offer to
either put them on hold or to give them a call right back. If they want to be
called back, you get the answer and call back within minutes with the answer,
letting them know they are a priority.

Good Customer Service – For one reason or another, your customer is irate and
you have to deal with it. While they are being offensive and it was not your
doing, you work to the best of your ability to help them.

Great Customer Service – First, you apologize, even if you had nothing to do
with why they are upset. You accept responsibility. Let them know you will work
to resolve this and actively search for ways to turn their frustration into
satisfaction.

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