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Chapter 2 Navy Costumers and Their Needs
Navy Customer Service Manual
Case Number 1
EVALUATING THE EXAMPLES The  examples  provided  in  the  following  section  of this chapter provide scenarios that could be considered to be realistic for the activity of a contact point. Each scenario   relates   to   a   trait   or   an   ability   on   the self-evaluation   checklist.   Keep   in   mind   that   the scenarios do not show a true overall view of contact point operations or the performance of contact point representatives. The scenarios name specific ratings and contact points;  however,  you  should  direct  your  evaluation toward the  person  providing  the  service,  NOT  toward the rating or the contact point. No attempt was made to develop examples that could cover every possibility; however,  they  do  cover  a  range  of  attitudes  and  skills that make the difference between good service and marginally  adequate  service. The purpose of this chapter is actions and attitudes associated to help you identify with  good  service. 2-2 Therefore, none of the examples cover the first item on the checklist, “Presents good personal appearance.” Checklist   items   2   through   6   relate   more   to   the requirements of your rating than to the face-to-face skills  needed  at  contact  points.  Therefore,  the  examples emphasize the traits and abilities contained in items 7 through 15. These items deal with traits that affect the way you respond to customer needs. In   evaluating   the   performance   of   the   people described in the examples, you are asked to assume two roles: (1) the role of the customer and (2) the role of the contact  point  representative. ROLE OF THE CUSTOMER The customers at your contact point do not see, and are not particularly interested in, your total work load. They see only your response to their needs at that specific  time.  Thus,  the  customers’  opinion  of  your  job effectiveness  may  be  as  distorted  as  that  described  in some of our scenarios, since both deal with only a brief part of a day’s work. Some of the scenarios may not provide  enough  detail  to  allow  you  to  evaluate  the representative fairly. However, you must remember that is also the basis on which your customer evaluates you. ROLE OF THE CONTACT POINT REPRESENTATIVE In the role of the contact representative, you are aware of the total work load and responsibilities of the job.  Because  you  have  this  broader  base  of  knowledge on which to make an evaluation, you may even justify and excuse some of the representatives’ actions. In evaluating the examples, don’t excuse actions because of a misplaced sense of loyalty to your fellow workers. Remember,  you  are  responsible  to  all  members  of  the Navy, not just to those in your rating. SCENARIOS Each   of   the   following   scenarios,   or   cases,   is followed by a checklist of items you are to evaluate from the  information  given.  A  brief  critique  following  each item points out the evidence on which you can make an evaluation  and  suggests  possible  causes  and  improve- ments. You  may  find  some  similarities  between  the attitudes shown in the examples and your own. That will help you to identify traits and abilities you need to develop  or  improve  upon.

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