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Developing Confidence
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Navy Customer Service Manual
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Appendix I References Used to Develop the Traman
Have I organized my work and time so that I give the  most  efficient  service  possible? Am I aware of the importance of records, and do I keep them current and complete? Do  I  know  the  content  and  arrangement  of publications regularly used at my contact point? Do I speak and write clearly and understandably to the best of my ability? Do I accept the responsibility for doing my job as  it  should  be  done  so  that  constant  supervision is not necessary? Do  I  show  consideration  for  my  coworkers  by what I say and do? Do I treat each customer as an individual with individual  needs? Do I analyze customers’ problems correctly so that the first action I take is the proper action? Do I provide the same quality of service to all customers  regardless  of  their  grade,  rate,  or personal  characteristics? By not handling a problem as I should, do I cause delays or other inconveniences to the customer? When I answer a customer’s question, am I abso- lutely certain that the information is correct? Does  my  response  to  the  customer  reveal  a pleasant,  friendly  nature? Does  my  response  to  the  customer  show  a willingness to help? Does  my  response  to  the  customer  indicate concern  for  the  problem? Does   my   response   to   the   customer   instill confidence  in  my  ability? If I were the customer, would I be satisfied with the service I received? 4-13

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