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The Customer's First Impression
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Personnelman 3 & 2 - Military manual for government personnel administration
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Your Attitude as Customer Service Representative
Your  Appearance Just like your image, your appearance is the first thing  the  customer  notices  and  uses  to  form  an impression. You must look good, feel good, and act professional. You also should exhibit self-confidence in your abilities. It goes without saying that you should be in the prescribed uniform of the day. But this by itself is not enough. You should present not only a correct but also a neat appearance. Of course, no one is expected to look  neat  and  fresh  at  the  end  of  a  hard  day.  For example, if you are told to paint a passageway in front of the personnel office aboard the ship, or if you are told to sweep, swab, wax, and buff the deck, you are not expected to look your best. You can, however, start that way in the morning. Appearance   does   not   necessarily   affect   your professional performance, but it does indicate your attitude  and  your  pride  to  the  customer.  Your appearance is just as important to the customer as the appearance  of  your  desk  and  the  general  appearance  of your office. As  for  the  appearance  of  your  office,  a  neat, efficient-looking,   businesslike   desk   and   working space, such as the office of the PN depicted in figure 1-6, imply that the people working in this office are efficient  and  businesslike.  Have  you  heard  the expression that “A messy desk is a working desk”? This is not true! The appearance of a messy desk does not mean that an individual is working any harder than the person who has a neat desk. A messy desk or a messy  office  shows  total  disregard  for  its  appearance and a lack of concern and professionalism on the part of the person or persons who occupy it. A messy desk or office does not impress customers; in fact, it turns them  off. How do  you maintain your desk? If you display a disregard for neatness, the customer will pick up on this  characteristic. Figure 1-6.—A PN projecting a neat and clean appearance and office. 1-11

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