Subject: Re: LSM Joining Case Test - Shuja Behna
From: Shuja Behna <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 22 Oct 2020 15:41:33 -0400

LSM Joining Case
Test

Name

Shuja
Behna

E-mail

[email-masked]

Phone Number

(91) 9340339268

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.

this
process id correct as given in blurb 2

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

1Good Customer Service – Your customer emails
from your website. You respond within 24 hours.

Great Customer Service – You respond to that customer within minutes. (And
watch out, this is fast becoming the standard of simply “good” service.)

2.Good Customer Service – Your customer is not happy with a product/service
and wants to return it or get a refund. You willingly accept the return less any
restocking or trouble it causes you.

Great Customer Service – You not only graciously accept the return but let the
customer know you will waive all fees associated to ensure that their experience
is a good one. You then suggest alternative products/services that might fit
them based on their feedback on the initial experience.

3.Good Customer Service – You are on the phone with a customer and another
customer walks in your office. You whisper to the customer standing in front of
you that you will be right with them while you finish your call. They wait 5
minutes.

Great Customer Service – You tell the person on the phone to hold for one
moment and you will be right back with them. You greet the customer in front of
you and quickly assess their needs. If you can help within 15 seconds, do it. If
not, explain you need XX minutes to finish the call you are on (they already
know you are on the phone) and will be right with them. You return to your call,
apologize for putting them on hold, and finish helping the caller.

4.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.

5.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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