Subject: Re: LSM Joining Case Test - Mangipudi Vasuki Rohit
From: Mangipudi Vasuki Rohit <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Thu, 25 Apr 2019 03:54:46 -0400

| | LSM Joining Case Test

Name | Mangipudi Vasuki Rohit
E-mail | [email-masked]
Phone Number | (91) 9742964605
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 me blurb 4 is the suitable option for this scenario because the option suggests the solution to the customer's query that if that can be delivered to the hotel as she is travelling in 2 days. The blurb clearly states you can update the address and the necessary links are also sent for the convenience of the customer to update it. Agent also tells that how the order is going to be sent and also a link will be sent to the email id for tracking the order. The agent has also informed that a person should be available to sign the delivery in case the customer is not available. These are the reason why blurb 4 is the suitable option.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A good and a great customer service is mainly differentiated by the customer experience what the customer feels. A good customer service is if you only give the solution to the problem which is the core activity, but a great customer service is the overall customer experience what they feel. The experience may vary from lot of things like how well you empathise, you understand the problem of the customer, the skills of your comprehension, if the customer's concern is not clear are you framing the right questions to understand the problem, are you apologising the customer and are you providing the appropriate resolution to the customer. But on a contrast if you eliminate the above parameters and just give the resolution to the customer without understanding his feelings then he may feel that it was a good customer experience as he has got the resolution for his query but he did not feel the personal touch what he was expecting from the agent. So empathy, probing the right questions to understand, apologising, treating the customer politely, giving the customer proper resolution, asking the customer further assistance & taking care of the customer from end to end process is what differentiates a good customer service and a great customer service. In simple words good is just taking care of the basic activity but great is taking care of the customer right from the start to the end.

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