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Costumer Service Terminology
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Navy Customer Service Manual
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Attitude - 14056_16
Going to sick call Obtaining   information   on   educational opportunities Receiving  dental  assistance Being  processed  for  reenlistment Mailing a package at the ship’s post office Checking out a book in the library Submitting  a  leave  request The  following  are  some  instances  in  which dependents  are  customers: Receiving medical care Arranging for shipment of personal property Shopping in the Navy Exchange Attending the theater Using the swimming pool The list could go on and on, but these examples show that everyone may be a customer several times a day.  Other  terms  may  be  interchanged  with  the  term customer.  Client,  for  example,  refers  to  anyone  for whom a service requiring some degree of confidentiality is  provided.  Patient  usually  refers  to  someone  for  whom a health service is provided. The term  customer merely refers  to  a  person  for  whom  a  general  service  is provided. CONTACT  POINT Contact point is, very simply, the physical location to which a customer goes to obtain a service. Some examples of contact points are as follows: Sick  bay Dining facility Post  office Ship’s store Legal service office Ship’s  office Personnel office Disbursing office These  points  are  manned  by  the  persons  who provide  direct  services  to  customers.  Indirect  services provided  by  other  ratings  pertain  more  to  the  operation of the ship or activity and are not necessarily performed at a contact point. The following are examples: The  MM  or  FN  operating  the  evaprators  to provide fresh water The BM or SN who keeps the liberty boat in operational  condition 1-5

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