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Inspections and Audits - 10287f_53
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Ships Serviceman 1 & C - Administration manual for fixing navy boats
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Chart of Claims Adjustment Values
the  Ship’s  Store  Balance  Sheet  and  Profit  and Loss   Statement   (NAVCOMPT   Form   153)   are verified  with  the  substantiating  documents  sub- mitted.  If  discrepancies  are  discovered,  a  letter report  is  forwarded  to  the  command  concerned. CUSTOMER  SERVICES The  success  of  any  ship’s  store  or  service activity  in  meeting  its  purpose  and  objectives  is dependent  to  a  considerable  degree  on  the  face- to-face relationships between the store or service operators and the customers. Desirable merchan- dise, attractive displays, and prompt services are all important; however, customer satisfaction can only  be  assured  by  a  conscientious,  responsive operator.  You,  as  a  supervisor,  must  impress  upon your operators the importance of their jobs to the general  morale  of  shipboard  personnel. Remember,   once   you   have   selected   an operator,  you  will  have  a  continuing  responsibility to ensure that the operator is making all efforts to improve customer service. You should always encourage all of your operators to be as respon- sive and helpful to the customer as they themselves would  desire  to  be  treated. PROVIDING  RESPONSIVE  SERVICES If  your  customers  are  happy  and  satisfied,  you will  seldom  hear  anything  about  it.  However,  if there are any dissatisfactions or complaints, you will  usually  hear  about  them  very  quickly. To  make  certain  you  are  doing  your  best  to carry  wanted  ship’s  store  items,  you  should periodically  run  a  ship’s  store  survey,  asking whether the crew is satisfied and what items, if any, they would like to see the retail outlets carry. Remember,  however,  you  are  running  a  ship’s store  and  not  a  Navy  exchange.  Just  because  a person  wants  some  off-the-wall  item  and  you  have determined  it  not  to  be  of  general  interest,  you should not have to carry it as stock. That is what special  orders  are  for. You  can  find  a  detailed  discussion  of  the importance  of  effective  customer  services  to  the Navy  in  Ship’s  Serviceman  3  &  2,   module   1, chapter  4.  You  should  also  consult  the   Navy Customer   Service   Manual   for  additional  in- formation. EVALUATING   CUSTOMER SERVICES As  mentioned  earlier,  a  good  indication  of troublespots  are  the  complaints  that  you  will receive.  Most  of  the  complaints  received  aboard ship  are  concerned  with  the  ship’s  laundry,  and most  of  those  complaints  involve  lost  or  misplaced clothing. You may want to change your laundry’s procedures for the logging in and out of division laundry  bags.  You  may  want  to  institute  more training on the wash decks on sorting and the use of  identification  markers.  You  should  examine carefully  any  improvements  you  can  make  on your  existing  procedures. The main complaint you will encounter about the  barbershop  is  usually  concerned  with  a  bad haircut.  About  all  you  can  do  is  to  give  your barbers more instruction and let them have more practice.  Unfortunately,  your  customers  may  have to  live  with  any  mistakes  your  barbers  make until  time  for  the  next  haircut. RESOLVING  CUSTOMER COMPLAINTS You,  as  a  senior  Ship’s  Serviceman,  will  be expected to investigate any complaints from the crew   about   the   ship’s   service   operation.   As previously mentioned, the main complaint will be concerned  about  missing  or  damaged  laundry. You will first have to determine if the clothes were actually deposited for cleaning or repair. If they were,  then  you  must  determine  the  circumstances of the loss or damage. If damage has resulted in the ship’s laundry, use the following information to  determine  what  the  proper  reimbursement recommendation  should  be. Loss Of or Damage To Personal Apparel When   losses   of   or   damage   to   personal apparel  occur  through  the  operation  of  a  ship’s store  laundry,  dry-cleaning  facility,  or  tailor shop,  a  claim  for  reimbursement  can  be  sub- mitted  to  the  commanding  officer  via  the  ship’s store   officer. After a recommendation has been made from the  ship’s  store  officer,  the  commanding  officer will   determine   the   amount   to   be   paid   as 3-26

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