I have held numerous jobs since I started working; however, none of them have ever been in the service industry. I have often had interactions with people in the service industry but those interactions have been as a customer.  This book really made me think about my past experiences and even how I interact with the people I have interacted with this summer (I have an internship at my county’s prosecutors office) When I think back to my summer interactions, their have been numerous times that our office did not handle situations in the way that this book describes. I know that we are not in the service industry and many of the people we deal with are in trouble to begin with, however, I do believe there are some areas in which I could improve on.  Since reading this book, I have tried to practice these techniques. I strive to only transfer calls as little as possible. I also try to keep my word with people that I speak with; I also strive to answer their questions to the best of my ability and give them the help that they need. This has been great practice for me before I start work at Information Commons.

Reading this book has made me acknowledge some of the best service experiences I had ever had. Last week I had to call the Microsoft service center and since I had just finished reading this book, I was looking for the tips and tricks that “Know your Socks Off” speaks of. The person that helped me used many of them I noticed and it really worked on me. It was by far the best service interaction I have ever had.

I know often people feel a sense of dread when they realize they have to talk to a customer service representative in pretty much any company. I realized that if all service representatives treated customers as our book suggests (like I was with Microsoft) that the stigma would disappear. Reading this book has given me the tools to be the best employee that I can be.  I learned a lot from reading this book and I feel as though I am better prepared for the tasks that are to come.