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Explaining Results of Actions
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Navy Customer Service Manual
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Chapter 4 The Team Approach
Educational counseling record—You make an entry  in  this  record  each  time  the  customer receives counseling or takes any new action, such as enrolling in a course or taking a test. A personal reference—You keep this record of names,  offices,  and  phone  numbers  for  sources of information and assistance. Handwritten  notations—You  keep  handwritten notations as a record of an interview with the customer and future actions to be taken. MAKING  PROPER  DISPOSITION OF RECORDS Proper disposition of records is just as important as keeping  clear,  complete,  and  accurate  records.  No matter how good your records are, they are of no use if they aren’t filed correctly. Official directives or the instructions printed on the record often tell you what its disposition should be. Then your  duty  is  merely  to  make  sure  you  follow  those instructions. Rarely does a good reason exist for losing an  allotment  request  or  failing  to  place  personnel advancement  requirements  in  a  member’s  service record. Neither does a good reason exist for failing to insert  a  service  record  page  into  a  record  folder  or  for making proper distribution of the copies. Some  records  don’t  provide  a  distribution  list; however, making the right distribution of the record is still important. The following are examples of how you should make some routine distributions when no list is provided: You   should   file   a   copy   of   correspondence pertaining to a Navy member in that member’s service record as well as in the general file. When  holding  forms  for  future  action,  you should attach a note to them indicating what action is required and when. You should make notes in a tickler file or on a calendar to remind you when to take certain types of actions. FOLLOWING STANDARD FILING PROCEDURES Always  use  standard  Navy  filing  procedures.  You may have a private filing system that works fine, but you are not the only person who uses the files. Others must also be able to locate items in the files. 3-21

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