EVALUATION OF CASE NUMBER 5

Several actions and failures could be evaluated in this case, but let's concentrate on the response given to the remote customer.

Facing the customer across the counter isn't always possible; many customer contacts must be handled by telephone. Extra effort is required in these cases to ensure that the contact doesn't become impersonal. Remember, that is a person on the other end of the line-not just a voice!

The DK had lost sight of that fact. He was concerned only with a pay record and a voice.

The disbursing officer could have passed the responsibility back to the YN. The officer could have told the YN to write for the pay order and that PO Seaman's pay would be corrected after it was received. Until then, PO Seaman would have continued his payless paydays. However, he proposed an immediate, partial remedy, even though it would involve additional work for his office. Thus, PO Seaman had the satisfaction of knowing that part of the problem was being corrected THEN. He also explained the additional steps he would take to completely clear up the problem.

CASE NUMBER 6

It had been one of those extremely hectic, tiring days, and PO Brush and SN Pistol were still busy with the last two customers. No one else was waiting, so maybe these customers would be the last for the day. Suddenly their work was interrupted by the sound of a hand slapping the counter and the demand, "A little service here !"

PO Brush muttered under his breath, "A little service is all you'll get." Aloud he said, "Be with you in a minute." He then returned to the customer he was helping.

"Come on! Come on! I haven't got all day!"

SN Pistol replied, "Neither have we. Just 10 more minutes to quitting time."

"Just once, I would like to come into this office without having to stand around and wait."

PO Brush replied, "Did you know that we schedule our busiest part of the day to coincide with your arrival. We were all frightened that you will come in and not have something to gripe about."

"I believe it." To show his further irritation, he then began humming and tapping his fingers on the counter, After awhile he asked, "Why don't you get into a good rating?'

"Such as?'

"Anything but this. Boy, what a waste of time! You guys sit in here all day and twiddle your thumbs."

"What do you want?' SN Pistol asked.

"GO ahead, finish what you're doing. Don't let me interrupt you."

PO Brush finished with his customer and turned to the noisy customer, "Now, what can I do for you?'

"Ah, it's too late now. I'll come back in the morning."

PO Brush was beginning to steam. "You do that. Come in at 0800. Then instead of waiting only 5 minutes, you can wait all day."