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Navy Customer Service Manual
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Giving Simple Explanations
reasonable wait when they know that you are aware of their presence, but they should not have to beat on the counter to get your attention. Customer  service  at  large  activities  is problem  for  customers.  A  dispensary frequently a or  sick  bay provides most services in one room. On-the other hand, a hospital provides services in many rooms and usually on several floors. The customer can get the feeling of playing hide-and-seek at any command, large or small. When referring the customer to another location (desk, office, or building), be courteous and be sure to give good  directions. ANSWERING QUESTIONS Answering  questions  at  a  contact  point  requires  a sizable amount of patience. That is especially true when you  must  answer  the  same  questions  over  and  over. Some of the questions are simple, others are hard, and some are ridiculous; but all deserve the courtesy of   an   answer—even   those   that   seem   ridiculous. Answering   those   types   of   questions   may   help customers realize they simply used the wrong choice of  words  or  that  they  needed  more  information. Customers can then rephrase the questions to clarify the type of information needed. The  young  PO3  that  asks,  “Hey,  can  I  ship  my furniture  now?”  really  means  something  quite  different. Sure, the furniture can be shipped now or anytime. The PO3 is really asking, “Am I now entitled to ship my furniture  at  government  expense?’ Any change in entitlement, such as the one entitling PO3s with over 2 years’ service to ship personal effects at  government  expense,  brings  on  the  questions.  You should anticipate and become familiar with the changes so that you can provide accurate and timely answers. You,  being  the  specialist  in  your  field,  must  respect the customers’ lack of expertise. The lack of expertise is the   reason   for   the   questions.   Don’t   belittle   the customer’s lack of knowledge. The customer is most likely as knowledgeable in his rating area as you are in yours. MEETING UNEXPRESSED NEEDS If you have the impression that you are to act only when the customer pushes a button, then you have the wrong impression. True, you perform much of your 3-17

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