Guidelines: Below you will find an email received from one Buyer. Your role as a Customer Service Representative is to tailor the appropriate solution to the scenario. You need to remember that our mission is to provide great customer service to our customers and to promote the viagogo brand values: safe, secure and guaranteed.

Instructions: Read the email carefully and select the most appropriate blurb to respond to this query. You can only select 1 blurb. You will need to justify your choice and you may advise if you would add, edit or remove anything from the blurb selected.

You have 15 minutes to go through this assignment.

CUSTOMER CONTACT:

Hi. When will I receive my tickets for Lady Gaga ? The event is taking place in a week but I will be travelling in two days for this event. Can you deliver to my hotel ?

BLURB 1

I've just looked into your order today and I'm happy to say your seller has confirmed they'll be able to send your tickets as soon as they receive them from the event organiser. It's become common practice now for event organisers to only release tickets (or batches of tickets) very close to the event date - often the week of the event.

Rest assured, we’re closely monitoring your order and communicating with your seller to ensure they complete the order in time for delivery to you at the address you provided. Can I just ask you double check that the delivery address below is correct:

John Smith

Baker Street

N2 5NB

London,

United Kingdom

The moment the package is scanned for delivery by the courier, you'll get an instant email alert with the delivery tracking number. You'll then be able to directly track the carrier’s delivery progress to you.

I hope this answers your question and you have a great time at Lady Gaga!

 

BLURB 2

You should expect to receive your tickets, including e-tickets, in the week leading up to the event as event organisers typically issue tickets very close to the event date, very often the week of the event.

If you purchased Instant Download e-tickets, they will be available to print almost immediately.

You can track the status of your order under the Purchases section.

Ways to ensure you receive your tickets on time:

- Ensure the delivery address is correct.

- Ensure you choose a delivery address where someone will be available to sign for your delivery, such as a work address.

- If you are travelling to the event, add your travel address and expected departure date as soon as possible and we'll make sure your tickets are shipped to the right place.

- Please ensure that the phone number on your account is correct in case we need to contact you.

BLURB 3

I can understand you are very anxious to receive your tickets as the event date is quite close. I've looked into your order today and I can see that our specialist customer support team are now monitoring your purchase to ensure your seller completes the order in time for the event. This is not unusual as it's becoming common practice that event organisers only release tickets very near the date or only release a certain amount at a time. This explains why some people receive them earlier than others.

I can't give you an exact timeframe as to when they will reach out to you but rest assured, our priority is your custom and we will be in touch as soon as possible.

 

BLURB 4

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 you 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.

 

BLURB 5

As we're a ticket marketplace for people to buy and sell tickets, the person selling the tickets sets the price when they list them. The price they set may be over or under the face value which is what the event organisers print on the ticket you receive.

The name on the tickets will also be that of the seller as obviously they are the ones who originally purchased the ticket and that's the name the event organizer has printed on them. Although your own name may not be on the tickets, they are perfectly fine and valid to use.

Prices are set by sellers and may be lower or higher than face value. Prices exclude booking and delivery fees (applicable by transaction). Original face value price per ticket (excluding fees) is shown here. The full breakdown of the charges are also displayed on the 'Review Purchase' page just before you click on 'Buy Tickets' but if you need to see this information you can see it by going to your Purchases, and clicking on 'View Details' under the total price paid.

I hope this answers your question and you have a great time at Lady Gaga!