Navys ratings, however, are involved primarily with
providing services directly to personnel. These ratings
include the AK, DK, DT, HM, LI, LN, MS, NC, PC,
PN, RP, SH, SK, and YN. Although this chapter is
intended for you, the PN, personnel in other ratings
who are reading this TRAMAN can apply the same
principles of providing good customer service while
performing their jobs.
Think back to some recent contact you have had
with one or more of the personnel service ratings. How
would you rate the service you received? You are a
member of one of these ratings. How do you think your
service as a PN would be rated by those you have
Now, carry this one more step. What effect did this
good or bad customer service from other people have
on you? How would you respond to courteous treat-
ment and efficient action as opposed to a dont care
YOUR ROLE IN THE PERSONNEL OFFICE
A customer seeking assistance in the personnel
office can still be given good service even though it
may be impossible for you to provide the desired
results. People may ask for things or services to which
they are not entitled or for which you may not have the
authority to approve or grant. In these cases, providing
good customer service refers to the quality of service
you can provide rather than whether or not you are able
to comply with all the persons wishes. When a person
seeks assistance in the personnel office and you do not
provide it or you give the person the runaround, fast
shuffle, or a Don t bother me response, you are
relaying to this person any one of the following im-
pressions about your attitude concerning his or her
You are not an important individual.
Your request or problem is not important to me.
You dont know what you are talking about; I do !
I dont care about your problems; Ive got
problems of my own.
I have more important things to do.
I am having a bad day today.
As a PN assigned to a personnel office, think about
the kind of effect you will have on this person who is,
after all, just asking for assistance. Many of the people
entering the Navy do not have a clear idea of
Navy life is all about. Their perceptions have
influenced by friends, parents, movies, books, and TV
programs; a sense of responsibility to their country
(patriotism); the glamour of the uniform and tradition;
the opportunity to travel; and the desire to make it on
their own. They have all been screened and generally
are the type of people the Navy wantsintelligent,
healthy, and motivated. They have a lot to learn and
still have much hard work and usually some growing
up to do. But they have a high potential for becoming
valuable Navy members who will value their roles and
status in the Navy and the contributions they can make
to the Navy and their country.
What happens along the way to make some Navy
members count the days until they will get out?
Granted, some people will never like the Navy, regard-
less of the changes made for their benefit. Thus, there
are a large number of members who each year bid the
Navy farewell. On the other hand, some of these mem-
bers might have chosen the Navy as a career had it not
been for the frustrations and disappointments they
encountered during their first enlistment. Everyone
has inconveniences and disappointments to contend
with, and young sailors are not exempt from these
experiences. Nevertheless, young sailors do not expect
and should not have to contend with a lack of service.
The same is true for all other customers.
The effect of bad service in a personnel office is
much more lasting than the momentary anger or dis-
gust felt by the recipient. You can be sure the customer
will remember you if you provided him or her with bad
service. You can also be sure the customer will tell his
or her friends about the bad service you provided. The
frustration and resentment bad service can cause will
stay with that person in the form of his or her general
attitude toward the Navy.
On the other hand, good service contributes to a
good attitude in a person. A person who provides good
customer service has qualitative and enviable personal
characteristics that are indicative of that persons hu-
man relations capabilities, knowledge, interest, and
concern for others. These qualities are especially im-
portant for you, the PN. By providing good service,
you make friends, and you build excellent rapport
between you and the customer. The Navy person who
receives good service will remember you as being a
professional customer service representative who is
always willing and able to help. You can be sure this
person will tell his or her friends about you and rec-
ommend you to them whenever they need to come to
the personnel office.
In your career, the importance of providing
excellent service to Navy people cannot be overstated.
You should always strive to provide the best customer