| |
INDEX
A
Assistance, providing, 3-16
Attitudes, 1-2, 3-2
behavior resulting from, 1-8
cooperative, 1-8
coping with negative, 3-4
projecting, 3-2
reflected in pride, 1-7
reflected through courtesy, 1-7
toward the Navy, 1-2
C
Communication, barriers to, 3-8
confusing terminology, 3-10
cultural differences, 3-9
language that reflects prejudice and bigotry, 3-10
physical problems, 3-9
speech habits, 3-10
Complaints, 3-12
Contact, face-to-face, 1-1,2-1
Contact point, 1-5, 3-1
manning the, 3-1
team, 4-1
Contact point representative, 2-1, 3-6
as a team member, 4-1
knowledge required of, 3-14
limitations of, 3-15
personal inventory for, 2-1
pitfalls to avoid as, 3-6
responsibilities of, 1-1, 3-1
role of, 2-2
Cooperation, 1-8
Courtesy, 1-7
Customers, 1-4
assistance to, 3-16
giving the amiable runaround to, 3-11
making a good first impression on, 3-1
overstepping your bounds with, 3-11
promises to, 3-11
reducing waiting time of, 3-13
responding to, 3-10
role of, 2-2
showing apathy toward, 3-12
L
Limitations of contact point representatives, 3-15
N
Needs, of Navy customers, 1-3, 2-1, 3-4
determining specific problems associated with, 3-5
meeting, 1-3, 3-4
meeting unexpressed, 3-17
responding to, 2-1
Q
Questions, 1-8, 3-9, 4-12
answering, 1-8, 3-11, 3-17
developed from personal inventory checklist, 4-12
finding answers to, 3-15
phrasing, 3-9
R
Recordkeeping, 3-20
Regulations, 3-14
Representatives. See Contact point representatives
Responsibilities of contact point representatives, 1-1,
2-1, 3-1, 4-1
answering questions, 1-8, 3-11, 3-17
as a team member, 4-1
INDEX-1
|
