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The customer doesn’t know what he is talking about.
I have more important things to do.
Many of the people entering the Navy do not have
a clear idea of what Navy life is really like. Their
perceptions have been influenced by friends, parents,
movies, books, and TV; a sense of responsibilit y to their
country (patriotism); the glamour of the uniform and
tradition; the opportunity to travel; and the desire to
make it on their own. They have all been screened and
generally are the type of people the Navy
wants-intelligent, healthy, and motivated. In general,
they have a lot to learn and a need for a lot of maturing.
Although their development may require a lot of hard
work, they possess a high potential for becoming
valuable Navy members. They will become members
who value their role and status in the Navy and value the
contributions they can make to the Navy and their
country.
If these people are generally intelligent and
motivated, then why the attitude change during their first
term of enlistment? What happens during the first 4
years to make them count the days until they will get
out? Part of the reason is the demands placed on the
Navy member. A special person is needed to handle
those demands, and the person who is unable to handle
them could never be happy making a career of the Navy.
Even so, some members have left the Navy who might
have stayed in had they not faced frustrations and
disappointments during their first enlistment. Everyone
has inconveniences and disappointments to contend
with, and everyone expects them. But what people do
not expect and should not have to contend with is a lack
of service—service that would enable them to cope with
everyday demands. Better human relations will not
eliminate their inconveniences or disappointments, but
can prevent the frustrations resulting from inadequate
service.
The effect of bad service is much more lasting than
the momentary anger or disgust felt by the recipients of
that service. Frustration and resentment resulting from
bad service often develop into a negative attitude toward
the Navy. On the other hand, good service builds a good
attitude in customers. Good service is an indication of
capable, knowledgeable, and interested workers and a
naval service that cares about its members.
Naval personnel have special needs resulting from
away of life that is quite different from that of civilians.
A civilian may:
The Navy member must:
seek employment in any
occupation;
seek employment at any
location;
negotiate the amount of
pay to be received;
refuse a job or quit a job
if that seems to be the
best career option;
choose the amount, the
type, and the location of
training or education best
suited to his or her
resources and capabili-
ties;
work a 40-hour week:
lead a normal homelife;
accept a transfer only
when it is convenient and
financially beneficial
serve, not always in the
rating of choice;
serve at any location to
which ordered;
manage on the amount of
pay prescribed by law;
perform assigned duties
for the duration of the
enlistment;
be willing to accept
prescribed training to
meet the needs of the
Navy;
routinely work days,
nights, weekends, and
holidays;
often experience long
periods of separation
from family;
often relocates the family
at inconvenient times-
causing a financial loss.
For the Navy to fulfill its mission, members often
must sacrifice their freedom of choice to meet the needs
of the Navy. They must depend upon the Navy to
provide them with training and achievement
opportunities as well as challenging and rewarding work
experiences. They must also depend upon the Navy to
meet their physical and psychological needs.
You will probably administer one or more of the
medical, financial, educational, and recreational
benefits and services the Navy provides its members and
their dependents. These benefits and services range
from paying costs imposed on members because of
transfers to providing opportunities for personal
improvement that they otherwise might not have. You
must value the importance of these services to Navy
members and their families. As a member of a service
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