Quantcast Chapter 2 Navy Costumers and Their Needs

Click Here to
Order this information in Print

Click Here to
Order this information on CD-ROM

Click Here to
Download this information in PDF Format

 

Click here to make tpub.com your Home Page

Page Title: Chapter 2 Navy Costumers and Their Needs
Back | Up | Next

Click here for a printable version

Google


Web
www.tpub.com

Home

   
Information Categories
.... Administration
Advancement
Aerographer
Automotive
Aviation
Combat
Construction
Diving
Draftsman
Engineering
Electronics
Food and Cooking
Math
Medical
Music
Nuclear Fundamentals
Photography
Religion
USMC
   
Products
  Educational CD-ROM's
Printed Manuals
Downloadable Books

   


 

Share on Google+Share on FacebookShare on LinkedInShare on TwitterShare on DiggShare on Stumble Upon
Back
Examples Within
Up
Navy Customer Service Manual
Next
Evaluating the Examples
CHAPTER 2 NAVY CUSTOMERS AND THEIR NEEDS LEARNING  OBJECTIVES Upon completion of this chapter, you should be able to  do  the  following: Discuss your personal inventory when providing customer service to Navy personnel. Discuss  the  personal  inventory  examples  in  this  chapter. Discuss  the  role  of  the  customer  and  the  effectiveness  of  your  performance. Identify  the  role  of  the  contact  point  representative. Chapter 1 addressed the need for contact point representatives  to  improve  their  face-to-face  skills.  In this  chapter,  we  will  begin  breaking  down  the  overall problem involved in face-to-face contact. We will use two methods in doing that: First, this chapter contains a list of the abilities and  traits  a  contact  point  representative  should  have. We will ask you to compare your own abilities and traits with those listed. Second,  this  chapter  provides  examples  of incidents that could occur at various contact points. We will ask you to evaluate the performance of the contact  point  representatives  in  each  example. RESPONDING TO NEEDS Much has been written and said about the “can do” spirit of our country. We often see this spirit when the people  of  this  country  respond  promptly  to  some  great challenge. Our people claim to have the ability, or the “know  how,”  to  deal  with  the  most  challenging  obstacle. If that claim is true, then we have no excuse for failing to respond promptly to routine tasks as well. Although routine tasks do not motivate us to respond as we would to some challenging obstacle, our responses to both may be  equally  important. A   “will   do”   spirit   of   determination   needs   to accompany  our  “can  do”  spirit.  When  a  customer  with a problem asks, “Can you help me?” your reply should be, “Yes, I can.” To this reply, you should respond with action and an attitude that say, “and I will.” PERSONAL  INVENTORY Make a personal inventory of yourself as a contact point  representative  by  studying  the  following  checklist of the abilities and traits you should have. The intent of the checklist is to help you learn which abilities and traits you have and which ones you need to develop or to improve  upon. Read the items carefully; then decide which item in each column best describes the ability or trait you have. Do  you  rate  good,  poor,  or  somewhere  in  between? Being objective in rating yourself isn’t easy, but the checklist can help you identify traits and abilities on which you need to concentrate. 2-1

Privacy Statement - Press Release - Copyright Information. - Contact Us - Support Integrated Publishing

Integrated Publishing, Inc.
6230 Stone Rd, Unit Q Port Richey, FL 34668

Phone For Parts Inquiries: (727) 493-0744
Google +