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Chapter 3 Manning the Contact Point
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Navy Customer Service Manual
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Toward the Customer
applicable  references.  The  customer  may  make  a comment  to  his  or  her  shipmates  such  as,  “That disbursing office is on the ball. The people in that office know  what  they’re  doing.” Presenting a Good Appearance The first thing the customer notices and uses in forming  an  impression  is  appearance.  Appearance includes not only your personal appearance, but also the appearance  of  the  contact  point. The appearance of the contact point reveals your attitude   toward   the   job   you   are   doing.   A   neat, efficient-looking, businesslike working space implies that   the   people   working   there   are   efficient   and businesslike,   but   a   space   that   has   a   patchwork appearance  has  the  opposite  effect.  Although  an unkempt appearance may not affect your performance, it  can  affect  the  customer;  the  following  are  some examples: APPEARANCE Spilled food on the steam table Service  records scattered around the personnel  office Hospital  Corpsman’s uniformed  soiled AFFECT ON CUSTOMER I wonder what the galley looks like? I wonder if one of those is mine? I hope the needle was cleaner than  that. A careless attitude toward your appearance makes a customer feel you might also be careless about the service  you  provide. Projecting Your Attitude The customer forms a mental picture of you based on your attitude. Your attitude is a message about your mood, feelings, and opinions that you unconsciously communicate. Through your attitude, the customer soon realizes how you feel. You don’ t have to express your feelings  in  words  because  your  attitude  expresses  them for you—and it doesn’t take long. Your attitude shows how  you  view  your  job,  your  rating,  the  Navy,  the customer, and the customer’s problem. TOWARD YOUR JOB, YOUR RATING, AND THE NAVY.— The following shows the difference in a negative and a positive attitude by two people in the same job: NEGATIVE  ATTITUDE I wish I could get out of this rat race. They treat me like a servant. I’m tired of this little dinky job. POSITIVE  ATTITUDE I perform an important function by providing needed  services. We are all members of the same team. This job is never boring. I learn  something  new everyday. What I do and how I do it is important to the customer. 3-2

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