Quantcast Figure 1-3.—You hold the key to the treasure chest of knowledge for good customer service

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Page Title: Figure 1-3.—You hold the key to the treasure chest of knowledge for good customer service
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service  possible  to  Navy  members,  regardless  of  their status. Also, regardless of the status of your customer, you  must  always  be  professional. Polishing Your Image To  be  a  good  PN,  you  must  look,  feel,  and  act professional. The Navy is affected, either directly or indirectly, by the image you project. The satisfaction and  gratitude  resulting  from  a  person’s  having  re- ceived  good  customer  service  will  extend  beyond  you, the PN, because the image you project will also extend to your command and the Navy as a whole. Therefore, the  Navy  benefits  from  the  good  image  you  have fostered. The Navy also bears the brunt of a bad image or bad  service  on  your  part.  Bad  service  creates  an  atti- tude of resentment in the customer toward the person- nel office, the command, and the Navy. Machinery and equipment can be purchased when needed, but consci- entious,  dedicated  people  cannot.  Thus,  it  is  apparent that capable people are the Navy’s most valuable asset.” The Navy is constantly losing its important assets—its capable  petty  officers.  The  choice  either  to  reenlist  or leave the Navy is a personal matter, and the decision usually  represents  much  careful  thought  and  planning. Too often, however, the decision to leave the Navy is made by members who have been frustrated by irritat- ing incidents and dissatisfied with the service they have received. In such cases, the Navy has lost not only the  person  but  also,  in  many  cases,  a  considerable training  investment. As a PN, you may ask, “What can I do about it?” My job can’t be all that important !” Remember: When you are performing a personal service or supplying a personal  need,  there  are  no  unimportant  jobs!  One  of these  days  when  you  leave  your  ship  or  the  PER- SUPPDET where you work, look back at the place and say  to  yourself,  “My  job  is  very  important.  I  am  a significant contributor- toward the overall mission of my  command.  I  will  continue  to  do  my  very  best.” Remember:  you  are  an  important  individual!  Your image  should  reflect  your  pride  in  your  job  and yourself. Improving  Service Few changes are made just for the sake of change. There  is  first  a  recognized  need,  and  then  new  proce- dures are developed to meet the need. This is also the first step in making improvements in the area of serv- ice.  Those  involved  must  recognize  that,  in  all  in- stances,   the   best   possible   service   has   not   been provided.  Regardless  of  how  well  things  maybe  work- ing, there is usually room for improvement. Recognizing  the  Customer’s  Needs Before discussing needs, let’s first consider the people who experience them. Everyone in the Navy has needs. People’s problems must be often met by someone  else.  As  a  PN,  you  will  encounter  many individuals who have a variety of needs. You most likely will know the answers to many of the problems or,  if  not,  you  will  know  where  to  find  them.  As depicted  in  figure  1-3,  you  have  the  key  to  the Figure 1-3.—You hold the key to the treasure chest of knowledge for good customer service. 1-7

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