A PO2 transferring from ship to shore is entitled
to shipment of personal effects, but ships personnel
cant make the arrangements. That must be done ashore.
A member aboard a destroyer has every right to
expect competent service aboard ship on matters
relating to pay. Not so, for a member aboard a
minesweeperthis member must depend upon the
facilities ashore or the facilities of another ship.
A ships store aboard a carrier carries as many
products as some exchanges ashore. The ships store on
a destroyer must limit itself to little more than
A member stationed ashore may take advantage
of the tuition aid program or VA benefits and attend
college during off-duty hours. The member afloat
seldom has an educational opportunity other than
correspondence or extension courses.
Medical and dental facilities in the Navy are the
best available. However, the services that are provided
by the Naval Hospital, Bethesda, Naval Medical
Command National Capital Region, are far greater than
those aboard ship. Shipboard personnel are no less
dedicated or qualified. The limitation results from lack
of facilities and personnel. Even the services aboard
ships vary with their size and mission and the personnel
and facilities available.
Legal assistance is a very valuable service.
However, legal assistance aboard a ship without a
lawyer is limited to referring the member to legal
assistance officers ashore.
The size of the enlisted dining facility afloat or
ashore is usually high in quality and the choice of items
offered Here again, a lack of facilities and personnel
could impose limitations.
Unexpected loss of personnel, equipment failure, or
an unusually heavy work load may impose temporary
limitations on the operations of your contact point. You
must then work around those limitations to ensure you
still provide the best possible service.
Few of our decisions in life are based on a do this
or do nothing type of choice. We usually have
alternatives from which to choose. The following are
examples of some choices Navy members might make:
Members who have completed their enlistment
have several alternatives: extend, reenlist, or separate.
An SK in charge of a ships store can choose
whether to suggest a substitute for an item that is
temporarily out of stock or to simply say, We dont have
Members who score too low on tests to qualify
for the rating of their choice may choose to retake the
tests to try to improve their scores or they may choose
to strike for a related rating that does not require the
As in Case Number 7, a contact point repre-
sentative may know of a service provided by another
contact point that could help a customer. The contact
point representative can choose to help the customer by
sharing that information or to let the customer find out
through other means.
As a contact point representative, you should not try
to make decisions for the customer, but you should
explain options. Even though customers may not always
make the wisest choice, they should have the options
explained to them.
The mechanics of your job are normally of no
concern to the customer unless they have a direct
bearing on the customers problem. However, they
sometimes might be the reason for action or a lack of
action contrary to the customers wishes. In that case,
some explanation will increase the customers
confdence in your ability and knowledge.
On the other hand, needless discussion about how
hard your job is or how much effort you are exerting to
get the job done would be counterproductive. The
customer is not likely to feel an overwhelming gratitude
for a job done under protest.
You are never justified in ignoring a customer; to be
ignored is discouraging to a customer. There are times
when you can t drop what you are doing; however, you
can acknowledge the customers presence. If you are
busy with a customer, a look and a nod will acknowledge
the second customers presence. However, your actions
to put the second customer at ease should not cause the
first customer to feel rushed. If you have other brief
work that you want to finish, one sentence of
explanation is sufficient. Most people dont mind a