Reflections
Brittany’s Reflection
1After reading Delivering Knock Your Socks Off Service, I learned so many useful tips on how to have great customer service and I actually got to practice some of the tips at my job over the summer. One of the tips I found really useful and interesting was the “forbidden phrases” and the alternatives that would be better. I work at a restaurant and many times when a customer has a question most employees say, “I don’t know” instead of asking one of the managers or finding out the information another way. After reading this part in the book, I had a customer ask if he could substitute french bread for cole slaw or corn because he was allergic to the ingredients in bread. I remembered this part of the book and instead of saying, “I don’t know” or “No we can’t do that” I told him I’d go check and find out for him. I found out he couldn’t do substitute the bread and even though he was unhappy that he couldn’t substitute his food, he and his wife thanked me twice for going to check for him. It showed me that instead of just automatically replying “I don’t know” or “That’s not possible” you should ask if you don’t know because the person will be very appreciative.
Another tip that I found interesting was in Chapter 19 when it was talking about the generations. After reading this chapter, I realized how true it was that the different generations expected different kinds of service. After reading this chapter, I began to notice at work how the customers my age wanted to order fast and wanted to get their food as quickly as possible while those that were elderly took their time ordering their food and sometimes got nervous if they felt rushed.
Overall, I thought the book had some interesting tips, yet there were some tips that were (or should) be clear to any employee. I thought the book was decent and had information that was relevant to any job.
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.
Shelby’s Reflection
0Delivering 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.
Abby’s Reflection
1I 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.
Kegan’s Reflection
0Delivering Knock Your Socks Off Service Reflection
Delivering Knock Your Socks Off Service presents the reader with 200 pages of common sense material. Although the vast majority of this book is obvious, there were a few small aspects that were unique and could easily be applied to any customer service position to make the customer happier. This book was divided into five key parts. Part one dealt with fundamental principles (primarily qualities that you must be to help achieve customer satisfaction), whereas part two discussed more qualities and tactics including honesty, creating trust, and listening (as opposed to simply hearing). Part three discussed communication, which was the most informative aspect of this book. Part four and five of the book discussed problem solving, and “taking care of you”.
The first part of this book was entirely common sense knowledge. This portion discussed “fundamentals”. The most important aspect for me was the idea that you represent the company that you are working for. It is important as an employee to think about your actions in relation to how they will affect the company/institution. If I were to make a poor choice when I was working in the center for academic technology, and a customer saw my actions, the customer would likely think less of Butler as a whole, or think less of the entire information technology department. This crucial aspect of customer service should be a staple of what the employees should think about before helping customers. The remainder of part one discussed important qualities including being reliable, consistent, predictable, empathetic and responsive.
The second part of the book presented a few new aspects from part one, but primarily reemphasized/ repeated key portions. The biggest takeaway that I had from this portion of the book is to just be honest. When I am a customer in any business, I would much rather hear bad news concisely than to hear a representative rambling about how they think that they can fix the problem (when they have no idea whatsoever). I found this point to be the most important idea in the second part of the book. Yet, 20 pages later in the book (on page 74), they present phrases that avoid telling the customer the truth, or tell the customer the truth indirectly. The authors of this book claim that you shouldn’t say “I don’t know”, instead you should say “Gee, that’s a good question. Let me check and find out”. I think that it is absolutely fine to say that you don’t know the answer to a customer’s question as long as you don’t just leave it at that. If you don’t know what to do, you should use your resources to try to find out on your own prior to asking a superior. The book initially suggests honesty, yet later finds a variety of ways to ‘sugarcoat’ the truth to make the customer feel better.
The third portion of the book discussed communication in the workplace. This is relevant to any position, but for my position the email section has the most relevance. The book claims that it is important to be personal in your email responses, to write clearly and concisely, and finally to not write in caps lock. This portion of the book was also common sense, but I found this section to be the most informative section in the reading.
The fourth and fifth sections of the book discussed problem solving and taking care of yourself. These portions helped conclude the reading by reemphasizing the previous points that were repetitively presented.
Overall, I did not like this book. It presented an abundance of relevant yet obvious information that the average employee should already know. With the exception of several key takeaways (that were also relatively obvious), this book could have been written in under 50 pages with the same amount of detail and information.
Kay’s Reflection
1“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!
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.
Jessica Lynn Reflection
0I readDelivering Knock your Socks off Serviceover this summer and I found this book very interesting. As a person who used to work in the restaurant business I felt like leaving this book on my ex bosses desk with a note that said READ AND USE!!! It seemed that everything that was mentioned in this book as “great service” was being ignored at that restaurant. I really liked Chapter 23 about communicating with customers using the internet. Everything is done using the internet now and those who do not use the internet are left behind and cannot deliver the kind of service we now expect from those we do business with. Even the smallest businessess need email accounts or webpages to stay relevant. This is something that I found most important. If you are not accessable via the internet (or even if it is not easy to access the webpage or contact information online) the customer will not use your business and find an alternative. Tjhis was just one of many things that I found interesting while reading this book and I look forward to discussing this during orientation.
Brandon’s Reflection
1Patience; its a two way street. The most refreshing portion of this book for myself came from the reaffirmation of the importance of taking the time to understand a customer’s disposition. Patience is a staple and on the main keys to good service.
In my experiences working any type of position requiring some form of customer service, the most typical of person’s is coming to you for help because they can’t figure something out on their own. That being said you can assume they very well may be stressed, irritated, frustrated, or all of the above.
the most helpful portion for myself reminding myself that patience is in fact a virtue were chapter 34 & 35. While customers as rude as these are an example of an extreme case, it does in fact happen and its always good to keep things in perspective. At the end of the day their goal is simply to frustrate you and “get under your skin”. If you allow them to do as such, you’ll only be hurting yourself and in essence they have won. The goal is to solve the problem, and provide those persons with the answers they’re searching for regardless of how they do or don’t should or shouldn’t treat you.
I myself have a fairly low tolerance of persons who choose to be rude; chapters 34 & 35 were definitely beneficial in that I’ve got a bit more of an enlightened take on now to approach these situations by way of new strategies in order to resolve situations in the most orderly fashion possible.
I look forward to meeting all of you and seeing you at the retreat! 
Michelle’s Reflection #2
0If you have a chance, please read my second Info Commons reflection!
http://blogs.butler.edu/mtrainor/2011/10/06/reflection-2/