Subject: Re: LSM Joining Case Test - Sikander Singh
From: Sikander Singh <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Tue, 23 Apr 2019 06:41:31 -0400

| | LSM Joining Case Test

Name | Sikander Singh
E-mail | [email-masked]
Phone Number | (+91) 9561003356
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 per my opinion, blurb 4 is the most appropriate way to answer the query of the customer as per the current scenerio. Starting with the assurance, that was provided to the customer at the very beginning of the reply. Here, the agent provides the option of address confirmation for the delivery of tickets to take place without any errors. However, I would want to make it better by requesting the full address of the customer where he would want to get the tickets delivered (in this case the hotel) along with the ZIP code. Proactively, the agent also informs the customer that there might be a signature needed from an alternate contact person while the delivery takes place, if in case she is unavailable at the delivery address and hence asks for the same. Moving on, the agent also provides the customer with self help options like the direct link and the 'Viagogo Account' login option to update the delivery address which is time saving to the customer. Also, the agent provides the option to keep a track of the purchase made, from the 'Purchase Section' online which provides a real time status to the customer.

Moving on, the agent reassures the customer that once the above mentioned steps have been performed, they will get in touch with the seller to make sure that the tickets get sent to the correct address on a high priority basis. Also, the agent informs the customer that once the seller receives the tickets and once the tickets get shipped, email notification will be sent to the customer's email address with tracking details and the direct tracking link. This entirely satisfies the customer that the concern has been addressed with the best possible option and there is no scope for error.

Concluding the resolution provided by the agent, the agent additionally provides the idea of informing the Hotel authorities or any alternate contact person to expect a delivery on behalf of the customer so that someone is available to sign for the delivery.

In addition to the blurb, the changes that I would want to make are:

1> Starting the blurb with a greeting to the customer, thanking him/her for contacting us regarding the concern.

2> Paraphrasing the customer's concern to make sure that we are clear about the issue that she is facing or the help that she needs. This is done to ensure that we do not miss out any major or minor query of customer also to provide the correct and complete resolution.

3> We can ask the customer to reply to the same email for any further help or in case if she has any doubts about the resolution provided to him/her.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | When I think of good customer service, the basic idea that comes to my mind is addressing the customers concern for which he/she has contacted us. However, a great customer service experience is the one in which we not only address the customer's concern but also show them that we understand and feel the same for the trouble that they have been through. Great customer service is all about assuring the customer that we have the best possible option to resolve the concern and to provide additional assistance or service to customer apart from the basic help. The additional service or assistance that we provide to the customer is something that differentiates between 'Good' and 'Great' customer service. Apology, sympathy, empathy, soft skills and a personal approach to customer play an important role in making the customer experience a great one.

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