Subject: Re: LSM Joining Case Test - Akansh Shail
From: Akansh Shail <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 19 May 2020 06:44:52 -0400

| | LSM Joining Case Test

Name | Akansh Shail
E-mail | [email-masked]
Phone Number | (+91) 8532915269
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.

As the user is curious about the tickets so firstly we need to build the confidence that he will get the tickets on time. Secondly, he wants the ticket to be deliver at hotel so we have to give him a assurance that we will try to give our best to deliver the tickets at your desired location. As in blurb the link is also provided to update an address or the user can also reply us with his hotel adress. Apart from this we are also giving him a assurance in the second paragraph that we will ensure the seller sends out the ticket as soon as possible.
I would also like to add few things:
1- We have to keep follow up with this ticket and update the user accordingly so that he can make sure that someone is working on his concern.
2- As he mentioned that he will be travelling in next two days so we have to put this case on priority to achieve customer satisfaction.

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

1- If the customer emails us and we are responding within 24 hours - Good customer service
If the customer emails us and we are responding within a minute - Great customer service.
2-If the customer is not happy with a product and wants to return it. We are accepting the request for return without any argument. - Good customer service
But if we are not only accepting the return but also giving them a waiver on all fees associated to ensure that the experience is a good one. We then suggest them a alternative products that might fit them based on their feedback on the initial experience.- Great customer service.
3- Customer is on the phone and asks us about the total time left for the resolution of his/her ticket, if we don't have the exact time frame to tell and we put the call on hold to discuss the same with the senior manager available and then come back to customer with it. - Good customer service
Great customer service - We explain that we don't know the exact time frame but will get the answer. We tell him/her that we recognise their time is valuable and offer to either put the call on hold or to give him/her a call right back. If he/she want to be called back,we get the answer and call back within minutes with the answer.
4- Good customer service- If the customer is irate for some reason and we have to deal with it. While the customer is being offensive and even if it was not our fault, we work to the best of our ability to help him/her.
Great customer service- First, we apologize, even if it was not our fault. We accept responsibility. Let him/her known that we will work to resolve this and actively search for ways to turn their frustration into satisfaction.
5- Good customer service is to listen the customer first and then try to help them in all possible ways.
While the great customer service experience is when we provide the extra mile for the customer. Providing what the customer needs but also going out of the way to do it.

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