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Pride - 14260_84
CHAPTER 7 PERSONNEL SUPPORT The Navy is very definitely affected, either directly or indirectly, by the service you provide to its members. You  will  probably  administer  one  or  more  of  the administrative and financial services and benefits the Navy  provides  to  help  military  members  and  their dependents to adjust and cope with the needs of the service.  The  Navy  benefits  from  good  service.  The attitudes of satisfaction and gratitude for good service extend beyond the person providing it to include the Navy. In this chapter we begin with customer service. Later we discuss the various types of accountability of identification cards, the preparation of an application for commission  or  warrant  rank  and  the  interviewer’s appraisal  sheet,  screening  of  financial  supporting documents, and computation of travel documents. CUSTOMER  SERVICE Customer  service  is  an  integral  part  of  your  daily operations and an area rarely given as much planning and thought as it warrants. Up to one-half of your business comes from across the counter. It is therefore imperative   for   you   to   conduct   customer   service efficiently.  Your  technical  expertise,  personal  and  office appearance,   willingness   to   listen,   and   ability   to comprehend and resolve problems will be tested by each customer.   Write   specific   minimum   standards   for conducting customer service and post them near the customer  service  windows.  When  helping  a  customer, remember that you represent the entire office operation in every respect. ATTITUDE A person can still be given good service even though it  is  impossible  to  provide  the  desired  results.  People may ask for things or services to which they are not entitled or you do not have the authority to approve or grant. In such cases service refers to the quality of your service rather than whether or not you comply with all of a person’s wishes. The runaround, fast shuffle, or a don’t bother me response to the person needing service indicates one of the following attitudes: l You are not important. l l l Your request or problem is not important. You don’t know what you’re talking about. I have more important things to do. Attitude can be described as the tendency to move toward a situation or away from it, to be either positive or negative in our outlook or feelings toward a subject or a like or dislike for someone or something. Attitudes can’t be measured or graded, but the effect or results of our attitudes can be. They are apparent in our actions and performance. You may have said or heard someone else  say,  “That  person  has  a  poor  attitude.”  How  was this opinion formed? Was it formed as the result of the way that person acted toward co-workers or customers or in the way the work was completed? Let us look at some specific instances in which attitude plays a big part. Consider a YN2 who, in an administrative office, has been assigned to complete the lieutenant fitness reports in addition to routine duties. The  YN2  receives  a  personal  phone  call  and  a  few minutes later a customer comes in for service. The YN2 is the only one in the office at the time. The YN2 does not  acknowledge  the  customer’s  presence.  A  YN3  who previously  worked  in  the  administrative  office  before being  reassigned  to  the  security  office  enters  the administrative office to pick up service records. The YN3 notices the YN2 conversing on the phone while a customer is waiting. The customer asks the YN3 for assistance. The YN3 replies, “I am sorry, but I no longer work in this office. The YN2 should be off the phone shortly.” Five minutes later, before leaving the administrative office, the YN3 notices the YN2 is still talking on the phone   while   the   customer   is   waiting.   The   YN3 approaches the customer, apologizes for the delay, and states, “Because the office is short-handed on personnel, it should not create a problem if I assist you.” The customer needs assistance with correcting an error on his officer data card. The location of his spouse and an annual re-verification of a variable housing allowance (VHA) form must be turned into disbursing within the next 2 weeks or the officer’s VHA payments will stop. The  YN3  obtains  the   Manual  of  Navy  Officers’ Classifications,  volume II, to assist the officer. The YN3 7-1

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