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Delivering Knock Your Socks Off Service gave insights on how to perform good customer service. They defined this kind of service by “…creating a positive, memorable experience for every customer. It means exceeding expectations and satisfying needs (1). This is the kind of service we strive for at the Information Commons. Being positive can create a lasting impression on the people you work with and the customers. The book gave many stories where the employee goes above and beyond the call of duty including at Disney. A seagull flew by and took the ice cream right from a women’s cone. An employee saw that and escorted the lady back to get another ice cream cone (4). Service like this keeps the customers coming back. There were also several examples of poor customer service which made customers not want to come back. If you do not surpass expectations people will find someone else that will and with the increasing popularity of social media, they will let the world know how they feel.

I think an important part in this book is that to the customer you are the company. They expect you to be able to help (3). Therefore it is important to understand how to effectively help the customer and how to make a positive difference in the customers satisfaction. The book pointed out five ways customers evaluate service quality. Number one is reliability. The employee needs to do what they say. Being reliable means that you are trustworthy and that the customer can count in you. The second factor is assurance. The customer needs to be assured you know what you’re doing. You need to have extensive product and company knowledge as well as people skills. Next is tangibles. The employee needs to find a way to make the service they are giving visible. This means going above and beyond their expectations. The book used the example of instead of verbally giving directions to someone, draw a map. Number four is empathy. Treat the customer as an individual person, not a number. Really try to understand what they are conveying to you. The last factor is responsiveness. It really is important to value the customer’s time and help them as quickly as possible. At the IC we strive to implement all these factors when dealing with customers in order to assure they have a positive experience. Going out of the way to help someone can really leave a lasting impression. It is also important to believe in the customer (40). In our line of work we often help students and faculty with technology and research. You have to treat them with respect and not act like they are ignorant for not knowing what their doing.

The book gave a rule from Nordstrom’s handbook as an example. It said, “Use your good judgement in all situations” (59). This means if you don’t know how to help someone find someone who can. Never say “I don’t know”. That can be the most devastating thing to a customer. Ask a superior when you don’t know what to do because it turns into a good learning experience. I feel this is well implemented at the IC. I have never been afraid to ask someone else for help because I can learn something and be able to solve the customers problems the  next time. I liked the books idea to take time to share problems and how you solved them with other co-workers (60). Learning from other people experiences can also aid in giving customers the best possible service.

Every way in which you come in contact with your customer is important. Whether it be by phone, email, via social networks, or in person it all effects how the customer gauges your efforts. No matter what it is important to show confidence and keep your promises (55). The book gives an interesting fact that only a small portion of how we communicate is verbal. 70% of communication is done without speaking. It is in eye contact, posture, and facial expressions that most communication is done (78). So it is important when writing an email or speaking on the telephone that you be careful of your tone and are personable because customers cannot hear your facial expressions.

I also found the rules for internet service very applicable to the IC website. They include: easy access to phone numbers, one click help, and links FAQs page (176-177). I think we have implemented many of these rules into our website to help our customers have an easier time contacting us and getting their questions answered immediately. During library hours students are able to instant message us to get their questions answered quickly. Above all this book reiterated the importance to thank the customer, smile, be confident, tell the truth, dress well, and always be professional. These are all keys to ensure a happy customer that will come back time and time again because of good service.