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Assignment Questions - 14056_75
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Navy Customer Service Manual
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Assignment 1: 11 - 20 - 14056_78
ASSIGNMENT  1 Textbook  Assignment: Navy  Customer  Service  Manual,  chapters 1 through 4, pages 1-1 through 4-13. 1-1. 1-2. 1-3. 1-4. 1-5. Naval personnel have the same customer  service  needs  as  civilian personnel. 1. True 2. False Navy  members  have  the  privilege  of choosing which, if any, of the following  details  concerning  their duty  assignments? 1. Location 2. Occupation 3. Training 4. None of the above What is the Navy’s most valuable asset? 1. Fleets of ships 2. Shipyards/land   stations 3. Fiscal  appropriations 4. Capable  people For the Navy to fulfil its mission, members  must  often  sacrifice  their freedom of 1. speech 2. choice 3. religion 4. expression Improvement  of  overall  customer service  depends  on  improvement  in which  of  the  following  specific areas  of  customer  service? 1. Timeliness 2. Human  relations 3. Work organization 4. Knowledge  of  rating 1-6. Which  of  the  following  terms  refers to a person who has a need for services? 1. A  patient 2. A customer 3. A client 4. Each of the above 1-7. Which  of  the  following  physical locations is NOT an example of a “contact  point”? 1. The  legal  services  office 2. The  ship’s  store 3. The  radar  room 4. The  general  storekeeping  office 1-8. At which of the following contact points would the customer be appropriately  called  the  “client”? 1. Substance  abuse  office 2. Disbursing  office 3. Sickbay 4. Personnel  office 1-9. Members of which of the following ratings would be assigned to contact  point  that  provides indirect  services? 1.  HM 2.  BM 3.  YN 4.  PC 1-10. Which  of  the  following  terms indicates the ability to use training   effectively? 1. Skill 2. Courtesy 3. Attitude 4. Cooperation a one’s 1

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