assigned to a job with greater responsibility where you
will find more satisfaction.
ITS THE CUSTOMERS TIME TOO
Whats your hurry? You are not going
anywhere! This line, or variations of it, is heard often
by customers. The implication is that time is a factor
only for the customer service representative and never
for the customer. Ordinarily, customers should be
helped without having to wait an undue amount of
time. There will be times when you are snowed under,
but the customer can usually see this and will
Several methods, such as appointments, special
counter hours, or specifically designating an
individual to handle certain problems or issues, can be
used to speed up service and reduce waiting time. Any
system that serves this purpose is valid for routine
visits, but it should also be flexible enough to provide
for emergency situations. Remember: any system that
is used to speed up service and reduce waiting time
must accomplish these goals. It must never be used as
a device for limiting service.
It is Friday afternoon. Before Chief John Doe
departs the ship, he tasked PN3 Door with completing
some filing that has not been done in 5 days. Also,
because PN3 Door does not have duty, the chief has
asked him to make some page 4 entries before leaving
for the weekend. Before leaving, the chief informs
PN3 Door that he will be back on Sunday morning to
take care of some important matters in preparation for
the ships underway period that will start on Monday
morning. Just as PN3 Door is starting to make the page
4 entries, BMSN Christmas shows up asking for help.
PN3 Door stops for a minute and reluctantly (and
somewhat rudely) asks BMSN Christmas what he
needs. BMSN Christmas tells PN3 Door that there is
a chance that he may not be able to get under way with
the ship on Monday morning because his wife, who is
in the local Navy hospital, is having medical
complications associated with an illness. The BMSN
asks PN3 Door what he has to do to inform the
commanding officer about his problem. PN3 Door
tells him that he does not know and asks the BMSN to
come back on Sunday and talk with the chief. PN3
Door says nothing more, nor does he acknowledge that
the BMSN is still standing there. PN3 Door just
continues to make the few remaining page 4 entries he
needs to make. BMSN Christmas leaves the office
very angry, frustrated, and disappointed because he
was not helped by the PN3. Because PN3 Door, the
only PN on board was not able to help, BMSN
Christmas will have to leave his wife at the hospital on
Sunday to comeback to the ship and talk with the chief.
Well, PN3 Door (that liberty hound) certainly
looked very busy making the page 4 entries and was in
such a hurry to go on liberty that he did not take care
of BMSN Christmass problem. Of course, taking care
of BMSN Christmas was PN3 Doors responsibility.
Was this appropriate conduct? Certainly not! In
this case, PN3 Door should have contacted the
command duty officer or even called the chief at home.
But no, he decided that his liberty was more important
than taking care of the BMSNs problem.
Have you ever appeared to be too busy to take care
of your shipmates? It is very possible that you have.
How would you feel if you were the one who needed
help and the person behind the counter was in such a
hurry to go on liberty that he or she did not take care
of your problem?
As a PN, you should understand that helping your
shipmates is your most important job. Your shipmates
depend on you. You should do everything in your
power to provide them with the best customer service
In this chapter, we have tried to acquaint you with
the general requirements of the PN rating. We have
mostly described how important it is for you to provide
good customer service to all individuals. We stressed
that if you have a good attitude, pride in your job and
in yourself, these qualities will contribute to your
ability to provide good customer service. Remember,
if you are providing good customer service right now,
the Navy appreciates it and thanks you for your efforts.
Remember also, that there is always room for
improvement. The most important thing you should
get out of this chapter is that you should put yourself
in the customers shoes. Ask yourself, How do I want
to be treated? In answering this question, you will
most likely say, Well, I always want to be treated with
courtesy and respect. You see, that is just how all
customers want to be treatedwith courtesy and
respect. You should always treat customers the way
you want to be treated.