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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.
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