Awaiting parts unit Rotatable  pool  unit Pre-expended  bin Maintenance  support  package These  are  some  of  the  contact  points  that  are manned  by  AKs  who  provide  direct  services  to customers.  Aviation  maintenance  personnel  go  to  these contact points to obtain services, advice, and answers to questions.  These  points  are  important  because  the services  they  provide  are  important.  However,  the quality of these services is determined by the individual AKs providing them— YOU ARE ONE OF THOSE AKs Appearance The first thing the customer notices and uses in forming  an  impression  is  the  appearance  of  the  AK  and the area of the contact point. An AK with a neat and correct  appearance  brings  respect  from  the  customers. No one is expected to look neat and fresh at the end of a hard day, but everyone should start that way in the beginning of the shift. Appearance does not necessarily affect perform- ance, but it does indicate your attitude and pride to the customer. The appearance of the contact point also reveals the attitude of the AK toward the job he/she is assigned to do. A neat, business like, efficient working space implies that the AKs working there are efficient and business like. Cooperation The  mission  of  the  division  can  only  be  accom- plished when all individual tasks are completed. We can relate  a  division  composed  of  smaller  units  to  a manufactory   composed   of   several   assembly   lines putting  together  small  parts  to  build  a  product. Whenever there is a vacant spot in the assembly line, production process is slowed down and the product cannot be completed. This applies to you because supply is  a  large  organization  and  requires  everyone’s cooperation  to  accomplish  its  mission.  Cooperation smooths a lot of rough spots. Being cooperative doesn’t mean taking over other people’s jobs. It means working with other members of the team for the purpose of improving   individual   performance   and   overall efficiency. Cooperation is necessary when “breaking in” a new member of the organization. You can show the new member the mechanics of the job and let him/her do the job while you watch. But, a much better performance from the new member can be achieved if you explain the  job  thoroughly  and  provide  references  for  any questions.  Maintaining  orderliness  at  the  point  of contact  requires  cooperation  from  everyone.  Your cooperation is required to respond to the customer’s needs. Assisting the AK’s Customer Helping a customer is a very easy task. Normally, it only takes a minute of your time. Helping does not necessarily  mean  doing  everything  to  satisfy  the customers needs. You may not be authorized to perform some  functions  that  are  usually  performed  by  others. You  can  provide  assistance  to  the  customer  in  the following ways: . Identify the kind of help needed. .  Perform  the  required  service. .  Refer  the  customer  to  the  applicable  point  of contact  if  the  required  service  is  performed  by  others. You can also make a phone call to the applicable point of contact so that the customer will be expected. SERVICE.— Service is the work performed by the AK  that  contributes  to  the  welfare  of  others.  As  a member of a support activity, you are the most important link between supply and aviation maintenance. The service you provide has a direct affect on the aircraft readiness  and  effectiveness  of  aviation  maintenance. When the service provided to the customer is bad, its can have a lasting negative effect on the individual customer. It can cause the customer to feel resentment and  frustration  toward  the  organization  and  the  person who  provided  the  service. On  the  other  hand,  good  service  builds  good attitudes, promotes morale, and gains the trust of the customers. It is common for a customer to contact the same AK that provided good service in the past. That AK  is  viewed  as  being  capable,  interested,  knowl- edgeable, and most of all trustworthy. COURTESY.—    Regulations   do   not   require courtesy  beyond  formal  military  courtesy.  Common courtesy goes beyond what we are required to do. It is a voluntary expression of respect or consideration to another’s rights or feelings. It is being polite and helpful when  talking  to  someone  on  the  telephone;  opening  the door for someone heavily laden with packages; and 2-13