They feel that, as a person, they are worthy of
more attention than that given in a mechanical
and routine fashion.
They want to be treated equally, fairly, and with
concern for their welfare.
They want to be able to rely on more experienced
members for advice and proper action in their
Improved human relations is essential if customer
service is to improve.
This manual shows how you can respond more
helpfully to your shipmates by developing a greater
sensitivity to their needs. This manual doesnt provide
you with all the answers for interacting effectively with
people. However, it does tell you how to deal with the
various human relations you will face daily.
More than mechanical skills are involved when you
are working with people. Your attitude doesnt affect a
machine with which you are working, but it does affect
peoplethey care how they are treated! Although your
attitude might affect the quality of your work, it will
have the greatest impact on the personnel receiving you
service. Your manner, your speech, and the way you
perform your job will influence the members attitude
toward you, toward your office, and toward the Navy.
CUSTOMER SERVICE TERMINOLOGY
Before going further, we will define four terms that
frequently used throughout this manual: customer,
contact point, skills, and attitude. By no means are these
terms new, but for the sake of this instruction, we will
First, lets consider the familiar term customer. In
your role within the Navy, you are frequently a
customer, although you might not think of yourself as
one. If you are a member of the service ratings, you may
also provide services to customers within the Navy? For
the purposes of this manual, we will use the term
customer to refer to anyone for whom a service is
Some services offered to customers within the Navy
include, but are not limited to, the following:
Advice and counseling
Although you may receive some of these services
without purchasing them, you are still a customer.
The following are some specific instances in which
a Navy member is a customer:
Going through the dining facility serving line
Making a claim for travel