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Going Beyond Your Realm - 14261_24
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Chapter 2 Official Publications and Directives
the  inevitable  answer.  On  the  other  hand,  if you  know  the  policy  is  a temporary matter, or   if   you   have   reason   to   believe a   change   may   be   coming   out   soon,   it   is permissible  (in  fact,  it  is  desirable)  for  you  to explain  this  so  that  the  customer  may  renew the request later. You   may   have   some   customers   whose problems   are   only   imaginary.   They   want   to complain   about   their   petty   officers,   duty assignments,  working  conditions,  or  the  holes in their pants. In  these  situations,  you  must maintain  a  very  careful  balance,  You  should not  refuse  to  hear  them  out.  There  should  be a  point,  however,  when  you  must  politely  tell them  that  you  wish  you  could  stay  there  and listen, but that you have some important work to  do. SUMMARY In  this  chapter,  we  have  tried  to  acquaint you  with  the  general  requirements  of  the  YN rating. We   have   mostly   described   how important  it  is  for  you  to  provide  good customer   service   to   all   individuals.   We stressed  that  if  you  have  a  good  attitude  and pride   in   your   job   and   in   yourself,   these qualities   will   contribute   to   your   ability   to provide   good   customer   service,   Remember,   if you  are  providing  good  customer  service  right now,  the  Navy  appreciates  it  and  thanks  you for  your  efforts.  Remember  also,  that  there  is always   room   for   improvement.   The   most important  thing  you  should  get  out  of  this chapter  is  that  you  should  put  yourself  in  the customer’s   shoes.   Ask   yourself,   “How   do   I want  to  be  treated?” In   answering   this question,  you  will  most  likely  say,  “Well,  I always  want  to  be  treated  with  courtesy  and respect.” You   see,   that   is   just   how   all customers  want  to  be  treated—with  courtesy and   respect. You   should   always   treat customers   the   way   you   would   want   to   be treated. Now  you  have  a  broad  idea  of  what  a  YN is,  what  a  YN  does,  and  what  is  expected  of you. Keep  this  in  mind  as  you  take  this course.  As  in  most  things,  you  can  be  good, mediocre,  or  bad  at  what  you  do,  and  rewards are  given  accordingly.  A  trusted  YN  that gains  and  holds  the  confidence  of  seniors  can be  in  a  position  to  influence  command  actions and attitudes much more so than other ratings in  the  same  paygrade.  A  good  YN  doing  a good  job  stands  out  above  all  others. 1-15

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