Kay’s Reflection
“To the customer, you are the company.”
As a marketing major with a minor in PR/Advertising, I have taken many classes that teach you the fundamentals of business; however, it is only through actually working in customer service that I have come to understand the significance of salespeople to a business. Delivering Knock Your Socks Off Service has reminded me of all the keys to being a successful force in customer service. The line I referenced above stood out to me because it is so true. The experience I have with employees at different companies has reflected directly on how I feel about that company.
My first job was with Build-A-Bear Workshop, and since then I have worked for a privately owned business called Broadway Sand & Gravel. Going from selling retail to families with young children to working with landscapers and tandem truck drivers has exposed me to a wide variety of characters. Performance Research Associates hit it on the nose when they explained how the employee should read the customer to try and fit his or her need. Serving people can be the most frustrating thing and the most rewarding thing, but the way a person handles his or herself definitely affects those around him or her. I have seen the happiest people and the grumpiest people, but being positive never hurts!
I really appreciated when the book talked about handling questions that you do not know the answer to. Three years ago I would not be able to tell you the first thing about crushed limestone, but now I am quite helpful concerning it. Any employee will appreciate your honest efforts to helpful if you are genuine and respectful.
Overall, the book was a good read and very applicable to not only a job in Info Commons, but any job!
One comment
Leave a Reply
You must be logged in to post a comment.
Kay,
I’m glad you acknowledged the section of the book that talks about how to handle questions when you do not know the answer. From my experience in CAT, especially in the first semester, that happens a lot! You’re trying to learn how Info Commons “works” while being introduced to several new technologies. That said, you are definitely not an expert yet (although some customers may think you’re supposed to be).
As you stated, being positive goes a long way in CAT. Something as simple as, “Wow! I have never seen that before but I do know that Michelle (*fill in any name..) has worked with Photoshop before and she may be able to help you.”
I would also suggest following up a positive comment by sticking around and watching as Michelle* (or whatever resource you directed the customer to) answers the customer’s question or shows him how to use the program. By doing this, you are supporting the customer by making sure they find the answer to their question and you are learning as well!
Can you think of any other ways we can integrate a positive attitude into Information Commons?
Michelle
P.S. I sure hope the “grumpiest” people were not from your job at Build-A-Bear!