Subject: Re: LSM Joining Case Test - HITESH KUMAR
From: HITESH KUMAR <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 16 Oct 2020 00:40:29 -0400

LSM Joining Case
Test

Name

HITESH
KUMAR

E-mail

[email-masked]

Phone Number

(+91) 9759530377

Which blurb would you select?

Blurb 1

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.

blurb
information is currect ,no additionalsentences in the blurb

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

1:It does not really take
much of an extra effort to provide “good” service. Think about it! Most of
the services providers that are in business today probably already do. However,
the ability to provide “great” service is a different story altogether –
although it is probably only a “thin line” that ultimately separates one
from the other.

Conceptually, the main difference between providing “good” service and
delivering “great” service is that, in the former, you are probably only
barely keeping your customers satisfied; while in the latter, you are not only
keeping them satisfied – you are also keeping them loyal! This is a very
important distinction – and one that many services providers do not always
“get”.

For example, let’s say that, historically, your company – and you, as one of
its personal “ambassadors” – have been working very hard to keep your
customers happy. You have strived to respond to all of their calls in a timely
basis; you have arrived at their site within the contracted time in nearly all
cases; you have carried the right parts with you to the service call (or have
been able to obtain them as quickly as possible once the need has been
identified); and you have followed up with a courtesy call whenever there has
been time (and even when there has not).

While you may think that the sum of these activities, in and of itself,
represents “superior” service on behalf of you and the company, some of your
customers may think otherwise. They are more likely to feel that all of these
services are to be expected from their services providers – all of the time!
In fact, you probably have more customers than not who think these activities
constitute nothing more than “average” service and support, and not
“great” support – and guess what? They might be right!

The companies that are generally acknowledged to be providers of “great”,
rather than merely “good”, service are those that typically go the “extra
mile” in the way they treat their customers. This may include doing simple
things like calling with an Estimated Time of Arrival (i.e., ETA) when they are
approaching the limits of their normal on-site response times, or following-up
after a service call to explain why an equipment failure may have occurred in
the first place, and how to possibly avoid it from happening again in the
future. It may be that the only perceived difference between “good” and
“great” service on the customer’s part is in the way in which their
service providers regularly communicate with them. The following is an example
of what we mean.

Many services organizations provide their customers with some form of
contracted, or “promised”, service coverage based on four-hour or
next-business-day on-site support. Taking the four-hour on-site support option
as an example, the secret to success between merely providing “good” service
(i.e., keeping the customer satisfied) and providing “great” service (i.e.,
keeping the customer loyal), may be as simple as making an advance telephone
call to provide them with an ETA before you actually arrive on-site.

Suppose you have a customer that has contracted with your company for four-hour
on-site support and, for whatever reasons, you know that your primary contact at
the customer site typically gets “antsy” if you do not arrive on-site within
about two hours or so. Simply by calling him or her from your cell phone with an
estimated time of arrival (hopefully, within the contracted time period) will go
far to provide them with a much-needed “comfort zone”. You have probably run
into several cases where you know that your contact’s supervisor is
continually asking, “Didn’t the service tech get here yet?”, What’s
holding them up?”, or “You better call them again to make sure they’re
still coming out!”. A simple call from you providing an ETA will be
particularly welcomed on a stormy or snowy day, or following a previous call
when you might have arrived late, or at the last minute.

Simply by making this one extra call, you have placed yourself in a position of
strength in terms of providing your customer with the information they need to
let their supervisor know they are in control of the repair situation, instead
of leaving them to fend for themselves when asked repeatedly, “When are they
going to get here to fix the machine?”.

This is only one situation where communications helps to differentiate between
merely “good” service and “great” service and support. However,
communications between you and your customers can also serve to strengthen the
customer relationship in many other ways as well.

It is important to keep the customer “in the loop” at all times. If they are
expecting you to arrive on-site to perform a repair, they also expect to know
approximately when you will actually get there. If there is a problem with your
arriving as scheduled, they’ll want to know as soon as possible when you will
get there – they will not want any surprises!

Customers also like to be proactive with their service providers; that is, they
like to be able to obtain information, ask questions, and get answers – and
they like to do it on their own time and schedule. However, you will probably
not always be available to respond to their inquiries on a real-time basis; so
it will generally be to your advantage to communicate with them before they feel
they need to get in touch with you

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