Michelle
Anum Ahmed 8/23/2012
0Today I learned how to clock in. I continued to read the CAT handbook and create a bio for myself. Erica also showed me how to view my shared folders and where to save all the tasks we are asked to do. All in all I completed all of the tasks!
Thanks!
– Anum Ahmed
Lindsey Wacnik 8/22/12 CAT
0Today was my first shit in CAT, being that I had a longer shift I was able to accomplish all of the tasks that I have been assigned thus far. In addition, I was able to begin viewing some of the Moodle 2.0 instructor videos.
Megan, CAT, 8/22
0Created the “about me” and posted it on the bulletin board. Reviewed the CAT handbook and finished watching all of the Student Moodle tutorials on atomic learning.
Lindsey’s Reflection
0Delivering Knock Your Socks off Service, is quite the name for a book that briefly touches on many different customer service scenarios, tactics, and outcomes. Before beginning the book, I was skeptical after working with thousands of customers, over the course of my five years at Deep River Waterpark. I did not believe this book would have much to offer me. After the initial chapters, I did begin to gain knowledge of how to better handle situations. One of the sections that I found most interesting discussed dealing with customers of different generations. Although there may be less of a variety working in Information Commons, I found this section applicable to my summer job, and can see the benefits of it for future job scenarios. It is easy to get caught up in a customer service situation, and to approach the customer as you would want to be approached. Prior to reading this book, I did not give much thought about how the customer would feel or how they would prefer being addressed.
Although when reading, the outcome or approach may seem obvious, it is sometimes harder to come up with resolutions on the spot. After reading this book, I tried to put into effect the tips suggested on customers at my work this summer. I always knew that I should listen carefully, empathize, and so on, but I did not realize how little I often show customers this. This made me more aware, and I began to make an effort to make it clear that I understood and was sorry for whatever inconvenience was experienced. This proved effective; once I became more self-aware, I was better able to serve the customer and their needs. Although the book did readdress many tactics I was already aware of, it was beneficial to become reacquainted with them. I began to not only analyze my response to customers, but also to watch more closely to see how the customer responded to me. This book has made me more aware of what a customer wants from me, and will assist me in providing better and more effective service to customers.
Knock Your Socks off Service
0Something I found very interesting about this book was how much it actually related to my life. The book expressed my feelings toward many aspects of customer service and I was actually shocked as to how closely it met my feelings in certain examples. One of the first things that caught my eye was that when a customer is dealing with someone, whether online, phone, or in person, they are literally taking that person as the company. Just recently my cousin came back from a beauty consultation at Macy’s and was furious with the brand of the makeup the lady assisting her was using, instead of the lady herself. Even though, when I asked my cousin, it was clearly the consultant’s fault. Delivering the best service is not for your own sake, it is for the sake of the company. The book talks about Nordstrom’s superb service. And I find it to be one of the most true statements. Nordstrom goes above and beyond to try and help their customers and give them everything they want and more. I know I will never deal with a nasty employee there. It is all about building trust and loyalty in your customer, and once you do that, you are guaranteed to not only keep that person coming back, but also receive more customers from that person as well. When someone has a good experience at a store, they are only likely to tell about 2-3 others, but when someone has a bad experience, they are more than likely to tell more than 7 people about their visit. When I myself feel as if someone was not able to help me at a particular store, place, or anywhere that is supposed to provide you help, I do not recommend that place to anyone. And not only that, I tell a friend who is going to go, not to go. Another thing the book talks about is confidence. I believe showing you are confident in what you are doing is one of the most important things one can do. A customer does not want someone who looks like they don’t know what they are doing. I myself want someone who can get the job done, and done right. I want someone who can tell me without hesitating how to fix something or find something. This book really opened my eyes as to how one has to be on the other side to deliver what everyone wants, great customer service.
Erin’s Reflection
0There were several parts of the book “Delivering Knock Your Socks Off Service” that stuck out to me, the first being the RATER factors. Reading these made me recall experiences I have had as a customer in which employees possessed few if any of these factors. Being unsure of the reliability of a product or service is stressful, as is doubt in the fidelity of the employee serving you and appearance of facilities and products. Perhaps even worse is the feeling of being written off by an employee or that they just don’t care. Recalling these bad experiences makes me want to be a better employee so we will not lose customers or gain a poor reputation. As reiterated throughout the book, keeping customers happy is a vital part of service industries and I think remembering these RATER factors could help us all serve customers better.
I also found the Communication section of this book to be very relatable, in particular the “Communicating with Customers in the Digital Age” chapter. Here at Information Commons we have numerous ways for students and faculty to reach us and I think this a major asset. The fact that we are available by phone, IM, email, face-to-face, and even Facebook and Twitter makes us accessible to the entire campus, thus allowing us to serve our customers wherever they may be. Remembering the proper etiquette when using these various forms of communication is also important, as we serve people all across the spectrum of ages and technological know-how. Responding promptly is also stressed, in both this book and Information Commons. Customers left hanging can be lost very quickly.
I enjoyed reading this book and found that much of it could be applied to our work at Information Commons (hence our reading it). I think that putting its tips into practice can really enhance customer’s experiences while working with Information Commons.
Michelle’s Reflection
0What goal do you have for this year to make your Info Commons experience a success?
My first goal is to catch up on what I missed at the retreat. I feel as if I missed out on the first stage of success in Info Commons, so I need to get caught up! My second goal would be to obtain an abundance of knowledge and experience in regards to technology, building work relationships, and the resources Butler students and faculty have available to them. The more knowledge and experience I have, the better resource I will be not only to myself, but also to other Info Commons workers and the Butler community that we assist.
What goal do you have for this year to make Info Commons better as a whole?
Info Commons has the potential to help every person on Butler’s campus, but few know about who we are, what we do, or how we can provide them that help. I believe that Info Commons can be better as a whole if we find new ways to communicate with the Butler community. Talking to more professors to increase the number of in class tutorials as well as asking students what technology assistance they need are only some ways to increase the community’s awareness about what Info Commons is all about.
Melissa’s Reflection
1Sorry about the lateness, I emailed the link to Eric and Scott and life has been crazy since then. 🙂
My reflection is posted to my blog at: blogs.butler.edu/mabradbu