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Most of the decisions that affect our lives are
made by people we never even see. This type
of relationship does not involve face-to-face
contact, but this is not the relationship that
exists aboard ships or at shore stations. Here
you are in face-to-face contact with the
customer;
here the relationship becomes
personal.
It is because of this personal interaction
that you are required to have face-to-face
skills if you are to be an effective YN. Listen
to the customer to understand his or her
needs; speak to the customer in a way the
customer understands; and make every effort
to make sure the customer is satisfied.
Your effectiveness as the contact point
depends on how well you listen, speak, and
respond to the customer’s needs and how well
you acquire and use face-to-face skills.
Examining Your Attitudes
Our attitudes cannot be measured or
graded, but the effects or results of our
attitudes can be. The effects of our attitudes
are apparent in our actions, words, and deeds.
You may have said or heard someone else
say, “That person has a bad attitude.” What
does this mean?
How was this opinion
formed? Was it formed as the result of the
way that person has acted toward co-workers
or customers, or as a result of not having
completed his or her assigned work?
Why are we bothering to talk about
attitudes? After all, people are people, and
you cannot change human nature. This is not
true! Human nature is constantly changing as
attitudes change.
How do attitudes change?
First, it takes you to recognize that a need for
change in attitude is desirable. Second, you
have to do something about it or take
appropriate action to make the change. Only
you can do it. No other person can force you
to change. Changing your attitude is just like
setting goals for yourself; you must combine
vision with action. It is like wanting to do
something, determining what needs to be
done, and doing it.
ROLE OF THE CUSTOMER
Before we talk about the role of the
customer, let’s first consider the term
customer. It is a familiar word, and all of us
in the Navy are frequently considered to be
customers. We often go to other offices for
assistance. As customers, we always expect
to be provided the very best possible service.
In reality, we do not always receive the kind
of service we deserve or expect from those
serving behind the counter.
Your role as a customer is to be courteous,
tactful, and respectful to the person providing
assistance to you. When you make the person
assisting you
feel important, you are
encouraging that person to be more aware of
the expected service he or she needs to
provide. If you feel that the person is not
providing you with the assistance that you
seek or expect, it is your responsibility to
bring the matter to the attention of a more
senior and knowledgeable individual, such as
the person’s supervisor. As the customer, you
should never leave an office unsatisfied. You
should leave that office feeling that you can
always return at any time and be confident
that they will provide you with the assistance
you need. This is a realistic expectation.
Now, let’s change your position from the
person seeking assistance to that of the person
behind the counter providing assistance. Just
imagine how customers feel when they come
to your office and they do not receive the help
they need or deserve. Remember one thing,
always put yourself in the customer’s shoes.
Think of how you, as a customer, would like
to be treated. If you remember this, you will
become a more conscientious YN and you
will certainly try to provide the very best
customer service possible. Take care of those
who need help.
If you do not have the
answers, find out who does, and get the
answers.
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