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Evaluation of Case Number 3
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Navy Customer Service Manual
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Case Number 4
They strike out again. They demonstrated neither equality  nor  fairness  in  dealing  with  customers. Excessive  use  of  profanity  is  generally  considered a vocabulary weakness. The use of profanity by Brush and Christmas did not improve communications; as in most cases, it impaired it. They might have felt that the use  of  profanity  strengthened  or  emphasized  the thoughts or ideas they were expressing, or profanity may have become a speech habit that they used without being aware of it. The information given to SN Boate may have been correct, but they made no effort to convince him. They only intimidated him into accepting it. PO Seaman will need quite a bit of information before he completes his first  transfer  with  dependents  and  personal  effects,  but no doubt he will seek it elsewhere. PO Door was shirking his responsibility for carrying out his assignments, and LPO Brush was lax in carrying out  his  supervisory  responsibility  of  following  up  on  the work  assignments  he  had  made. An interesting conversation during a personal call is  not  sufficient  reason  to  delay  answering  the  phone until after the sixth ring. PO Seaman had made at least two trips to the personnel office and would have to make a third to find out what his detachment date would be. As contact point representatives, they have very little in their favor on this item. SN Boate would rate them very low, and PO Seaman probably would say that they  are  pretty  good  at  making  excuses. Their  only  interest  in  SN  Boate  was  ridding themselves  of  him  and  his  problem.  Both  displayed  a lack of interest and concern for his desire to choose a rating. PO Door did not consider it necessary to prepare PO Seaman’s orders immediately—he felt he had plenty of time. He failed to recognize that the Navy member had  responsibilities  outside  of  the  Navy.  Advance planning  is  required  when  a  service  member  has dependents to be relocated—dates are all-important to this planning. 2-8

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