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that office feeling that you can always return, at any
time, and be confident that they will provide you with
the assistance you need. This is a realistic expectation.
Now, change your position from the person
seeking assistance to the person behind the counter
providing assistance. Just imagine how customers feel
when they come to the personnel office and they do
not receive the help they need or deserve. Look at
figure 1-5. How would you feel if you were the person
being served by an actual PN who acted just like the
PN shown in this figure? It is not a good feeling, is it?
Remember one thing, always put yourself in the
customer’s shoes. Think of how you, as a customer,
would like to be treated, If you remember this, you will
become
certainly
possible.
not have
answers.
a more conscientious PN and you will
try to provide the very best customer service
Take care of those who need help. If you do
the answers, find out who does, and get the
THE CUSTOMER’S FIRST IMPRESSION
Customers form first impressions about you and
your office the very first time they come in for help.
Therefore, it is important for you to create a positive,
lasting impression. You may handle many customers
in the course of a day. Remember that every customer
deserves the same courteous treatment. Take care of
each customer in a professional manner and move on
to the next one. The fact that you must handle many
customers during the course of a day may affect your
mood. If you are in a bad mood, the customer will sense
it and feel very uncomfortable around you. Therefore,
you should learn to control your moods and your
temper.
If you feel that you
customer needs because
someone else who will
yourself. This is in the
customer.
cannot provide the service a
you are having a bad day, get
be able to help, and excuse
best interest of you and the
A customer’s impression of you will usually
extend to the entire office. For example, if a customer
has a particularly complicated problem, and you are
able to help him or her solve it by looking up the
applicable reference, the comment from the customer
to shipmates might be, “That PN3 John Doe in the
personnel office is on the ball.” It is even more likely
that the customer’s comment will be, “That personnel
office is on the ball. They solved my problem because
they know what they are doing.”
Figure 1-5.—Impolite behavior results in bad customer service.
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