“You   don’t   know   what   you   are   talking about;  I  do!” “I  don’t  care  about  your  problems;  I’ve  got problems   of   my   own.” “I  have  more  important  things  to  do.” “I  am  having  a  bad  day  today.” The   effect   of   bad   service   in   an   admin office   is   much   more   lasting   than   the momentary  anger  or  disgust  felt  by  the recipient.  You  can  be  sure  the  customer  will remember   you   if   you   provided   him   or   her with   bad   service.   You   can   also   be   sure   the customer  will  tell  his  or  her  friends  about  the bad  service  you  provided.  The  frustration  and resentment  bad  service  can  cause  will  stay with  that  person  in  the  form  of  his  or  her general  attitude  toward  the  Navy. O n    t h e    o t h e r    h a n d ,    g o o d    s e r v i c e contributes  to  a  good  attitude  in  a  person. Good  service  is  a  qualitative  and  enviable characteristic  that  is  indicative  of  a  person’s human   relations   capabilities,   knowledge, interest,   and   concern   for   others. These qualities  are  especially  important  for  you,  the YN.   By   providing   good   service   you   build excellent   rapport   between   you   and   the customer. The   Navy   person   who   receives good  service  will  remember  you  as  being  a professional   customer   service   representative who  is  always  willing  and  able  to  help.  You can  be  sure  this  person  will  tell  his  or  her friends  about  you  and  recommend  you  to them   whenever   they   need   to   come   to   the admin   office. In   your   career, the   importance   of providing   excellent   service   to   Navy   people cannot   be   overstated.   Always strive  to b e professional  and provide the best customer service possible  to Navy   members. regardless of their status. Recognizing the Customer’s Needs Everyone  in  the  Navy  has  needs.  People’s problems  must  often  be  met  by  someone  else. As a YN, you will encounter many individuals  who  have  a  variety  of  needs.  You most  likely  will  know  the  answers  to  many  of the  problems  or,  if  not,  you  will  know  where to  find  them. You   have   the   key   to   the information  chest  that  contains  the  facts  you need   to   help   a   person   seeking   assistance. Recognize that the personal service requirements  are  not  the  same  for  everyone. The  senior  petty  officer  will  come  to  you  for service,  but,  because  of  his  or  her  experience, will  not  require  the  same  explanations, interpretations,  or  advice  that  a  younger,  less experienced  member  requires.  Since  the  more experienced   members   are   aware   of   the services  to  which  they  are  entitled,  they  are less  likely  to  accept  poor  service.  Although all  members  depend  on  others  for  service,  the greater  need  probably  is  felt  by  the  young men and women serving their first enlistment. Improving  Your  Contact  Skills To   have   a   skill   is   the   ability   to   do something well as the result of talent, training, or  practice,  or  a  combination  of  these.  A multitude   of   skills   comes   into   play   in   your day-to-day  life—the  professional  skills  of  your rating,  your  military  skills,  and  the  skills  you use  in  your  off-duty  activities. We  are  concerned  here  with  yet  another type   of   skill,   face-to-face   skills.   These   are skills  that  enable  you  to  deal  effectively  with people.   Basically,   these   skills   include   the ability  to  listen  attentively,  effectively  use  eye contact,   and   work   with   and   speak   to   every individual  as  a  person and not as an object. The  structure  of  the  Navy  tends  to  foster an  impersonal  attitude  in  its  members.  We  go where  we  are  sent.  We  do  what  we  are  told. 1-8