Subject: Re: LSM Joining Case Test - Shane Edwin
From: Shane Edwin <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 16 Jan 2020 05:48:06 -0500

LSM Joining Case
Test

Name

Shane
Edwin

E-mail

[email-masked]

Phone Number

(+91) 7303226577

Which blurb would you select?

Blurb 2

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.

The first
revert of this conversation would be :-

*I can understand your situation that you are very anxious to receive your
tickets as the event date is quite close.

Apart from that every thing is perfect.

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

Good Customer Service - A Prospect is on the
phone and asks you question you don't know the answer and put the customer on
hold and the agent find the answer after a minute or 2 and then you give the
answer to the customer.

Great Customer Service - A Prospect is on the phone he/she shares the concern
with you and the agent acknowledge everything after that the agent needs to make
sure that to assure the customer that the agent will give the best possible
solution to the customer and resolve the query. Empathy and Sympathy over the
call does matter a lot. The agent should have good product knowledge so that the
agent will be able to give the solution to the customer ASAP!. Agent needs to
make sure that all of the query has been resolved.

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