Facing the customer across the counter isnt always
possible; many customer contacts must be handled by
telephone. Extra effort is required in these cases to
ensure that the contact doesnt become impersonal.
Remember, that is a person on the other end of the
linenot just a voice!
The DK had lost sight of that fact. He was concerned
only with a pay record and a voice.
The disbursing officer could have passed the
responsibility back to the YN. The officer could have
told the YN to write for the pay order and that PO
Seamans pay would be corrected after it was received.
Until then, PO Seaman would have continued his
payless paydays. However, he proposed an immediate,
partial remedy, even though it would involve additional
work for his office. Thus, PO Seaman had the
satisfaction of knowing that part of the problem was
being corrected THEN. He also explained the additional
steps he would take to completely clear up the problem.
CASE NUMBER 6
It had been one of those extremely hectic, tiring
days, and PO Brush and SN Pistol were still busy with
the last two customers. No one else was waiting, so
maybe these customers would be the last for the day.
Suddenly their work was interrupted by the sound of a
hand slapping the counter and the demand, A little
service here !
PO Brush muttered under his breath, A little
service is all youll get. Aloud he said, Be with you
in a minute. He then returned to the customer he was
Come on! Come on! I havent got all day!
SN Pistol replied, Neither have we. Just 10 more
minutes to quitting time.
Just once, I would like to come into this office
without having to stand around and wait.
PO Brush replied, Did you know that we schedule
our busiest part of the day to coincide with your arrival.
We were all frightened that you will come in and not have
something to gripe about.
I believe it. To show his further irritation, he then
began humming and tapping his fingers on the counter,
After awhile he asked, Why dont you get into a good
Anything but this. Boy, what a waste of time! You
guys sit in here all day and twiddle your thumbs.
What do you want? SN Pistol asked.
GO ahead, finish what youre doing. Dont let me
PO Brush finished with his customer and turned to
the noisy customer, Now, what can I do for you?
Ah, its too late now. Ill come back in the
PO Brush was beginning to steam. You do that.
Come in at 0800. Then instead of waiting only 5
minutes, you can wait all day.
EVALUATION OF CASE NUMBER 6
Unfortunately, the checklist does not apply to
At the end of a busy day and faced with a customer
such as this, anyone would have difficulty in
maintaining a pleasant, friendly manner. However,
nothing is gained by cutting the customer down or
permitting him to control your temper. Because the
customer did aggravate them, PO Brush and SN Pistol
would have to make a diligent effort to be pleasant and
friendly toward him when he returned the next day.
CASE NUMBER 7
The phone rings and rings and rings and rings.
SA Doe, hopeful that he has reached the disbursing
office, states his problem, I have been granted
emergency leave starting at 1600, and I dont have
enough money to make the trip. One of my friends told
me I could get special pay. Can I?