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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
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