Chapter 1 Face-to-Face Contact

• Providing Service
• Effect of Good / Bad Service
• Costumer Service Terminology
• Contact Point
• Attitude
• Pride
• Cooperation
• Examples Within

Chapter 2 Navy Costumers and Their Needs

• Evaluating the Examples
• Case Number 1
• Evaluation of Case Number 1
• Case Number 2
• Evaluation of Case Number 2
• Evaluation of Case Number 3
• Evaluation of Case Number 3 -Continued
• Case Number 4
• Case Number 5
• Case Number 6
• Case Number 7 -Continued
• Evaluation of Case Number 7
• Evaluation of Case Number 8

Chapter 3 Manning the Contact Point

• Presenting a Good Appearance
• Toward the Customer
• Coping With a Negative Attitude
• Maintaining  Self-Control
• Pitfalls to Avoid
• Stereotyping
• Failing to Communicate
• Overcoming  Cultural  Differences
• Improving  Speech  Habits
• Giving the Amiable Runaround
• Encouraging  Complaints
• Making the Customer Wait
• Knowing Member's Rights and Privileges
• Knowing Your Limitations
• Knowing Alternatives
• Answering Questions
• Giving Simple Explanations
• Communicating Clearly
• Explaining Results of Actions
• Making Proper Disposition of Records

Chapter 4 The Team Approach

• Providing a Positive Influence
• Increasing Your Knowledge
• Asking for Help -Continued
• Improving Teamwork
• Encouraging the Acceptance of Responsibility
• Recognizing Ability
• Preventing Mistakes
• Meeting Training Needs -Continued
• Developing the "We" Concept
• Developing the "We" Concept -Continued
• Developing Confidence
• Making a Personal Inventory -Continued

Appendix I References Used to Develop the Traman

• Index A - R
• Index R - T

Assignment Questions

• Assignment 1: 1 - 10
• Assignment 1: 11 - 20
• Assignment 1: 21 - 30
• Assignment 1: 31 - 38
• Assignment 1: 39 - 47
• Assignment 1: 48 - 55
• Assignment 1: 56 - 63
• Assignment 1: 64 - 71
• Assignment 1: 72 - 75

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