about the customers understanding of the actions to be
taken. If several actions are involved or if these actions
cover an extended period, you might want to repeat the
basic actions to be taken just before the customer leaves.
GIVING FURTHER ASSISTANCE
Frequently you can help customers get additional
help by referring them to another source of information
at another contact point. When your refer a customer to
another contact point, make sure the customer knows
where to go and what to ask for. Be sure to make the
referral in such a way that you do not appear to be giving
the customer the runaround.
EXPLAINING RESULTS OF ACTIONS
PO Frost purchases a home and is told that he might
be allowed to make the mortgage payments through an
allotment. After checking with a DK in the disbursing
office, the PO decides that the allotment is the best way
to make the payments. Since he has already made the
August mortgage payment, PO Frost starts the allotment
effective in September. He expects the allotment to
cover the rest of the mortgage payments beginning with
the September payment. What PO FROST doesnt
understand is that he will have to make another payment
before the allotment begins to be applied to the
payments. The DK in the disbursing office could have
prevented this misunderstanding. The DK needed only
to state, The amount of the payment will be deducted
from your pay in September, but the first check will not
be mailed until 1 October. That is just one example of
the need to explain fully the results of action being taken.
Earlier we spoke about the practice of promising
action simply to pacify and get rid of the customer. That
is not the only type of promise that leads to ill feelings.
Some contact representatives actually promise service
or action over which they have no control. In Case
Number 5, the disbursing officer might have promised
PO Seaman that his pay would be straightened out by a
certain date. However, since the disbursing officer had
no control over when the pay order would be received
from the previous command, he made no promise.
As a contact representative, you might have a
customer who is filling out the duty preference card for
future assignments. That member might want your
assurance that the next transfer will be to a duty of
choice. However, you cant legitimately make that
promise because the future assignment is out of your
Dont promise performance that is above your
capacity to deliver; and dont be too optimistic about
your capacity to deliverunforeseen events may
interfere. If you have any doubt that you might be
unable to keep a promise, explain that possibility to the
customer. Then assure the customer that you will do
your best, but dont promise to deliver.
Many of the actions at a contact point involve
records; these records may consist of various forms and
records of actions. Many of those records are required
by official directives. Some examples areas follows:
Pages of the service record
Personnel advancement requirements
Entries on the leave and earning statement (LES)
Forms required for starting or stopping
Postal money order forms
Forms required for transportation of personal
Performance evaluation forms
Applications for Navy correspondence courses
If you are performing your duties satisfactorily, you
will know how to fill out the forms and records of action
appropriate to the services you provideor how to help
the customer fill them out. You will know the required
number of copies and what their distribution should be.
In processing records, all that you need to do to give
the customer satisfactory service is to perform your
regular duties correctly. Strive to keep accurate records.
Making a mistake can cause trouble for yourself as well
as for others who must process your paperwork.
However, mistakes are likely to result in much more
trouble for the customer than for you.
KEEPING RECOMMENDED RECORDS
You keep some required records as governed by
official directives. However, you keep some required
records that are not governed by written directives. The
following are examples of some records you must keep
even though you have no written directives: