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(Left) Tylise Spencer, 31st Force Support Squadron Auto Hobby Shop operations clerk, helps Senior Airman Adam Goss schedule an oil change Oct. 24 at Aviano Air Base, Italy. The FSS is committed to providing customers on base support and referrals to off base opportunities; take advantage of both to enhance a unique experience of living in Italy. (U.S. Air Force photo/Airman 1st Class Briana Jones)
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Commentary - How to be a good customer
Posted 10/29/2012 Updated 10/29/2012
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by Lt. Col. Tyler Schaff
31st Force Support Squadron commander
10/29/2012 - AVIANO AIR BASE, Italy -- The 31st Force Support Squadron puts a lot of effort into providing world-class customer support to the Aviano community. Just the other day, while taking questions from the FSS NCOs during a luncheon, a question came up that made me stop and think. He asked one of them, "what can we do when customers don't treat us with the same respect that you expect we provide to our customers,"
Interesting question, and although I'm not looking to shirk or lower our customer service responsibilities, it made me think about the customer service experience being a two-way street. Maybe the customer isn't always right?
Below are a few ideas I think can make you a better customer and ultimately, ensure you receive better customer service.
1. Provide your name and contact information if you submit an ICE comment. Your comments are welcome and encouraged; however, many times, the complete story is not heard or understood when contact information is not provided. There are no repercussions to constructive input and every one of the comments is read and responded to. Feedback is a tool to help us improve.
2. FSS doesn't have the market on all the great ideas. Instead of complaining, propose an idea of how you can make it better through your chain of command, through ICE comments or to the activity managers. Consider all the factors that the FSS needs to think about when implementing change: is the improvement or idea for most of the community, or will it only impact a few? Do we have the resources? Is it cost prohibitive? Will it enhance the mission? Who knows better what the customer needs than the customer? Please take the time to provide feedback, both good and bad.
3. Do your research. The Air Force has taken manpower cuts in order to leverage technology. Most, if not all, information is on an official Air Force website. It's not that we don't want to help you on an individual basis; it's that the Air Force has taken the person, and the money associated with the job, to create a technological solution. Military members, please take the time to educate your family on resources ... they will thank you for it.
A specific example that comes to mind: the Airmen and Family Readiness Center has spent hundreds of hours coordinating with Aviano support agencies to provide a comprehensive website for Airmen and families moving to Aviano. Each week during Right Start, it is painfully obvious that some Airmen haven't even opened the website, let alone spent the time preparing themselves and their family for a complex overseas move. Is this a failure of the base agencies or the sponsor? I'd argue it is the member who let down the organization by getting off to such a slow start and not taking advantage of the information provided. Please use all of your resources before sitting in a long line to find out what could have taken you 10 minutes online.
4. A smile and appropriate greeting go a long way to a pleasant customer service experience, for both the customer and the servicing individual. Try it; I think you'll be pleasantly surprised. You might actually make someone's day or motivate him or her to continue to strive for even better customer service.
5. Don't shoot the messenger. My mother-in-law used to always tell her customers at the golf course she worked at, "I'm not the 'get yelled at person,' that is the manager." When you don't get the service you expect, please handle it professionally and elevate to a person of authority to help get a proper resolution. Write down the name of the representative that didn't meet your expectations; it will help in the accountability process. Name-calling and attitude is never the solution in our professional Air Force.
6. Be open-minded; we're not in the United States. Aviano is certainly tough to get settled into with no on base housing, language barriers, etc. Living in Italy is different, be open to a similar off base experience. What is not productive is the spreading of negativity. I recommend getting involved, taking language classes offered at the A&FRC and/or Community Center, traveling either on your own or through Information, Tickets, and Tours.
The FSS is committed to providing you on base support and referrals to off base opportunities; take advantage of both to enhance a unique experience of living in Italy. Volunteer, there are plenty of opportunities; you can make things better with your involvement in a worthy organization. A quote I recently read hit home with me: "What we focus on, we empower and enlarge. Good multiplies when focused upon. Negativity multiplies when focused upon. The choice is ours: Which do we want more of?"
Hopefully, these simple pointers can enhance your customer service experience at Aviano. Please, do not lower your expectations of what customer service you should expect; however, do think about how you can be a better customer.
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