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Navy Customer Service Manual
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Assignment Questions - 14056_75
Responsibilities  of  contact  point  representatives—con- tinued communicating  clearly,  3-8,  3-19 determining  specific  problems  associated  with needs, 3-5 explaining future steps, 3-19 explaining results of actions, 3-20 filling  out  forms,  3-19 giving simple explanations, 3-18 knowing alternatives, 3-16 knowing members’ rights and privileges, 3-14 knowing  regulations,  3-14 knowing your limitations, 3-15 maintaining  self-control,  3-5 making a good first impression, 3-1 making promises, 3-11, 3-20 meeting customer needs, 1-1, 2-1, 1-3, 3-4 presenting a good appearance, 3-2 projecting  attitudes,  3-2 recordkeeping,   3-20 Responsibilities  of  contact  point  representatives-Con- tinued referring customers to other sources, 3-20 using telephone courtesy, 3-18 Rights and privileges, 3-14 S Service,  customer,  1-1,  2-1,  3-12 effect of good or bad, 1-3 examples  of,  2-2 providing,  1-1,  2-1,  3-14 required level of, 1-3 responsibility for, 1-1 team  approach  to,  4-1 terminology,  1-4 Skills,  face-to-face,  1-6 T Teamwork, 4-1 achieving, 4-1 improving,  4-5 INDEX-2

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