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Encouraging  Complaints
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Navy Customer Service Manual
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Knowing Member's Rights and Privileges
Keep  in  mind  that,  no  matter  how  simple  or unimportant  you  consider  a  request,  the  customer depends upon you to provide a service. Answering a question or looking up information may require a little effort on your part, but the extra effort is a mark of good service. As stated earlier in this manual, customers usually have only one place they can go for a particular service. Apathy is the result of a negative attitude toward life in  general  or  toward  your  job  or  duty  assignment. Apathy  is  difficult  to  overcome  because  apathetic people have already given up hope for improvement in their  life  or  their  job.  People  develop  apathy  for  various reasons: They see no purpose in their job. They  see  no  benefit  in  providing  customer service. They have been doing the same job too long. They  see  no  possibility  for  advancement increased   responsibility. They are not challenged by responsibility. or They have no plans for continuing their Navy career, so they have decided to perform at the shear  minimum. Apathetic contact representatives who do nothing to change their attitude are shortchanging themselves as well as the customer and the Navy. MAKING THE CUSTOMER WAIT The  customer  often  hears,  “What’s  your  hurry? You’re not going anywhere!” The implication is that time  is  a  factor  only  for  the  contact  point  repre- sentative—never  for  the  customer.  Ordinarily,  the customer  should  receive  help  without  having  to  wait. However, a customer who has to wait because you are snowed  under  will  usually  understand. Options  are  available  to  reduce  waiting  time;  you can set up appointments or set up special service hours, just to mention two. Use any system for routine service that speeds the process, but make sure it allows for emergencies. Never use a system to limit service. BREAKING  ROUTINES It is Thursday afternoon, and HM Doe is busily engaged in putting the finishing touches on a spotless 3-13

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