Quantcast Effects of Face-to-Face Contact

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Recognizing the Customerís Needs
must  avoid  so  you  can  provide  the  type  of service  that  your  customers  need  and  deserve. EFFECTS   OF   FACE-TO-FACE CONTACT As  a  customer,  have  you  ever  waited  in line  only  to  be  told  when  you  finally  reach the   window,   “Come   back   tomorrow.   The person  who  takes  care  of  that  is  not  here today”?  Have  you  ever  tried  to  get  a  question answered  and  had  the  feeling  that  the  person to   whom   you   were   talking   resented   being bothered?   Have   you   ever   walked   into   an office  and  waited  and  waited  for  service?  Did you  feel  as  though  you  were  being  ignored  by office   personnel   who   were   just   standing around?  Did  you  notice  that  some  of  them realized  that  you  were  standing  there  waiting for  service,  but  just  looked  the  other  way? Most  importantly,  have  you ever acted toward a  customer  in  an  inappropriate  manner,  a manner   that   is   not   consistent   with   your professional  responsibilities  as  a  YN? As  you  think  about  these  questions  are you   convinced   that   there   were   some   good reasons  (not  excuses)  for  these  situations  to happen?  The  Chief  of  Naval  Operations  is not, and a great many other individuals in the Navy,  both  juniors  and  seniors  alike,  are  not. Only  a  wishful  dreamer  would  expect  all Navy  members  to  be  100  percent  dedicated  to their  work,  but  only  a  confirmed  pessimist would  declare  that  the  Navy  is  as  good  as  it will  ever  be.  There  must  be  a  point  between these two extremes at which the problems and requests  of  naval  personnel,  their  dependents, and  of  Navy  employees  can  be  and  should  be handled correctly, promptly, and courteously–a  point  at  which  members  will be  satisfied  with  the  service  they  receive without  reducing  the  efficiency  of  those providing  the  service. Providing  excellent  customer  service  is  the responsibility   of   everyone   in   the   Navy.   A few  of  the  Navy’s  ratings,  however,  are involved   primarily   with   providing   services directly  to  personnel. These   ratings   include AK,  DK,  DT,  HM,  LI,  LN,  MS,  NC,  PC,  PN, RP,  SH,  SK,  and  YN.  Although  this  chapter is   intended   for   you,   the   YN,   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  YN  would  be  rated  by  those  you have  served? Now,   carry   this   one   more   step.   What effect  did  this  good  or  bad  service  from  other people   have   on   you? How   would   you respond  to  courteous  treatment  and  efficient action  as  opposed  to  a  “don’t  care”  attitude? YOUR   ROLE   IN   THE ADMIN   OFFICE A   customer   seeking   assistance   in   the admin   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  person’s  wishes.  When  a  person  seeks assistance  in  the  admin  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  impressions  about your  attitude  concerning  his  or  her  needs: “You  are  not  an  important  individual.” “Your  request  or  problem  is  not  important to  me.” 1-7

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