When a patron asks you for directions to a location in the building, are you able to answer clearly? Part of giving excellent customer service is the ability to give good directions to help patrons find the locations that they need. Do you just mumble and say "Take the library elevator to get to Level F". Or do you say "Take the library elevator to Level F and to get there you will go through the center doors and take a left to find the library elevator". You can also show directions on a map to help the patron or walk with them if you are able to. The location they are looking for might be another library and they need to know where Magrath Library is for example. Giving good directions is another point that the secret shoppers are looking for. If you are not taking the time to give good, clear directions, it is time to start.