Subject: Re: LSM Joining Case Test - HUMA TANWEER
From: HUMA TANWEER <[email-masked]>
To: [email-masked];[email-masked];[email-masked];[email-masked];[email-masked];[email-masked]
Date: Fri, 26 Apr 2019 06:19:14 -0400

| | LSM Joining Case Test

Name | HUMA TANWEER
E-mail | [email-masked]
Phone Number | (+91) 8765551255
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.

This blurb defines and address the query of the customer. As customer is waiting for the tickets, this blurb is giving proper resolution to the query. This blurb is also confirming the delivery address of the customer, whether it is hotel or office address. One of the important parameter of customer service is assurance, this blurb would suffice the requirements of the customer and he/she will be assured after reading the mail.

Hello Mr. Customer,

Greetings of the day,

Thanks for reaching us. In order to ensure that you get your tickets in time for the event, please provide us with an address in |CountryNameOrCityName|. This could be the hotel you will be staying at, or the address of someone who will be available to sign for the delivery for you. You can update the address on your account by using this link http://www.viagogo.com/Help/76, or you can change your delivery address by signing in to your viagogo account, and locating the order under your "Purchases".

When this is done, we will ensure the seller sends out the tickets as soon as possible to the new address. Once the seller receives the tickets, they will be shipped via track and traceable postal services. You will receive an email to notify that your tickets have been shipped to the provided delivery address along with a link for you to track your order.

If the new address is not a personal address (e.g. an office or hotel address), please make sure that you have informed them to expect a delivery and that someone will be available to sign for your delivery.

We look forward to your presence at Lady Gaga. We hope that you have an incredible experience at the event.

Thanks and Regards,
Huma
Team Lady Gaga

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

Good customer service is providing resolution to the customer as per their needs. A customer service representative performs duties and responsibilities as per the requirements. He will not make an extra effort to provide best resolution. He will perform the task as per the given instructions. Customer will be happy with the resolution but it may not act as a word of mouth for other customers.

On the other hand, great customer service stays with the customer and it acts a branding from one customer to other customer. Customer service representative represents the entire organisation. If a customer feels gratified and content with the product and services, they may recommend it to their friends and acquaintances. The other crucial parameter of great customer service is assurance. If customer has witnessed or encountered an amazing experience, he/she would be more than happy to use the product for entire life. A great customer service would give them happiness and harmony.

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