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reasonable wait when they know that you are aware of
their presence, but they should not have to beat on the
counter to get your attention.
Customer service at large activities is
problem for customers. A dispensary
frequently a
or sick bay
provides most services in one room. On-the other hand,
a hospital provides services in many rooms and usually
on several floors. The customer can get the feeling of
playing hide-and-seek at any command, large or small.
When referring the customer to another location (desk,
office, or building), be courteous and be sure to give
good directions.
ANSWERING QUESTIONS
Answering questions at a contact point requires a
sizable amount of patience. That is especially true when
you must answer the same questions over and over.
Some of the questions are simple, others are hard,
and some are ridiculous; but all deserve the courtesy
of an answer—even those that seem ridiculous.
Answering those types of questions may help
customers realize they simply used the wrong choice
of words or that they needed more information.
Customers can then rephrase the questions to clarify
the type of information needed.
The young PO3 that asks, “Hey, can I ship my
furniture now?” really means something quite different.
Sure, the furniture can be shipped now or anytime. The
PO3 is really asking, “Am I now entitled to ship my
furniture at government expense?’
Any change in entitlement, such as the one entitling
PO3s with over 2 years’ service to ship personal effects
at government expense, brings on the questions. You
should anticipate and become familiar with the changes
so that you can provide accurate and timely answers.
You, being the specialist in your field, must respect
the customers’ lack of expertise. The lack of expertise is
the reason for the questions. Don’t belittle the
customer’s lack of knowledge. The customer is most
likely as knowledgeable in his rating area as you are in
yours.
MEETING UNEXPRESSED NEEDS
If you have the impression that you are to act only
when the customer pushes a button, then you have the
wrong impression. True, you perform much of your
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