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Role of the Customer - 14214_19
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Personnelman 3 & 2 - Military manual for government personnel administration
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Your  Appearance
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. 1-10

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