tells the officer that the YN2 must verify the VHA form
before it is submitted to disbursing. The YN3 advises
the officer to leave the form and a phone number for the
YN2 in case there are any questions. The YN3 interrupts
the YN2s conversation to explain the officers situation.
The YN2 responds, Yeah, yeah, Ill get to it. Just leave
it in my basket. The YN3 places the officers VHA
form and the officer data card (ODC) with the
corrections annotated in the YN2s basket with a note
attached. The YN2 continues to talk on the phone,
complaining about how the stupid computer was
messing up the fitness reports, how he is being treated
like a servant, how co-workers were being treated
special, and the aggravation of the so-and-so dumb kids
and officers who come in asking questions.
Two weeks later the YN2 takes leave and the officer
returns to the administrative office angry concerning a
decrease in pay. Apparently the officers VHA form was
not forwarded to disbursing; it was still in the YN2s
basket. Was this dereliction of duty? Probably.
However, we are not considering the legal aspects of the
act, but the attitude that prompted it. The YN2 wasnt
going to lose VHA. The YN2 is not interested in doing
a good job-just a job.
It isnt difficult to be pleasant when dealing with
pleasant people; it may become difficult when people
are unpleasant. The customer who is emotionally upset
may have difficulty in stating a problem accurately or
completely. Significant information may be omitted;
ones opinion may have been confused with fact or there
may be a feeling that the information you request is too
Usually, it will help to first determine the cause of
anger and to whom it is directed. You maybe able to sort
out this information by letting the customer unload.
The old adage, The customer is always right, is
not true in all situations. Personal abuse is not a right of
the customer. But, the customer who is allowed to blow
off steam (within reason) may then become apologetic
and ready to accept your help.
When you are faced with an upset customer,
remember that your purpose is to serve that customers
needs. Any other response on your part may serve to
justify the customers state of mind-you either cannot
or will not provide the needed service.
A calm, confident manner is the best approach.
When you do not respond with anger or rudeness to a
customers emotional outburst, you have taken the first
step toward solving the customers problem, whatever
its nature. A good attitude is important to customer
An office may be capable of rendering quality
service but does not because of the attitude of the
workers in the office. Office supervisors fairness,
courtesy, and cooperation toward the office workers,
customers, and other office personnel will be reflected
in the personal characters of their own office workers.
If you want your workers to have pride in their work
then you must have pride in them because they area part
of your work. If you want them to be courteous toward
others, then you must be courteous toward them and
Attitudes have a major influence on face-to-face
skills, and since our attitude toward others is a reflection
of our attitude toward ourselves, it is vital that you have
proper appreciation of yourself.
You should have a value as a person that you have
accomplished certain things, and that you have the
ability to climb higher. This recognition of who you are,
what you are, and what you hope to become enables you
to meet each day with an expectation of winning rather
than a certainty of defeat.
The customer forms a mental picture of you from
the messages you unconsciously communicate-what
kind of person you are and how you view your job, your
rating, the Navy, the customer, and the customers
Without a degree of pride in self, ability, and job, it
is likely that a persons performance will be less than the
persons best effort. Such a person usually performs
only when told to do so and then does only enough to
Regulations do not require courtesy
military courtesy. Formal courtesy is
that which is
demanded by custom and tradition, and failure to
observe it can have unpleasant consequences. But, as in
the previous example, we are not discussing the punitive
aspects of actions. The common courtesy we are
concerned with here is a totally different subject.
Probably nothing is more discouraging to the customer
than being ignored, and there is no justification for this
type of treatment. There are times when you cant drop
what you are doing; however, you can acknowledge the
customers presence. Most people dont mind a