UPDATED: Military offices standardize customer service hours June 27

  • Published
  • 31st Fighter Wing Public Affairs
AVIANO AIR BASE, Italy --  (The article has been updated to reflect current customer service hours and phone numbers)

To better care for service members and their families, 22 Aviano Air Base customer service centers are standardizing or adjusting hours of operation, most to a minimum of 8 a.m. to 4:30 p.m. Monday through Friday, beginning June 27.

"Customers expect agencies to be open during normal duty hours, and when they show up at an office only to find it closed, it's frustrating," said Brig. Gen. Scott Zobrist, 31st Fighter Wing commander. "Our customer service centers have recognized this and are standardizing their operating hours and eliminating these closures during the duty day in order to make their services more accessible."

Thirteen offices will adjust hours to have face-to-face customer service at a minimum from 8 a.m. to 4:30 p.m. Nine other offices across the base have changed their hours in other ways. Some organizations already surpass the minimum target of 8 a.m. to 4:30 p.m. and will make no changes, while a few organizations, such as the Post Office, Commissary and Exchange, will retain existing customer service hours based on variables such as delivery schedules and desired shopping hours.

"The intent is to avoid situations where customers can't get service during the day," said General Zobrist. "It's important to note that these expanded operating hours should bring significant improvements in service accessibility for customers, but I also expect some temporary challenges in re-designing work-flows so that each office can accomplish its various missions and training efficiently while offering expanded customer service hours."

Customer service providers have already been working plans to implement and adopt the change.

"The 31st Mission Support Group Airmen are up for the challenge of these new hours," said Col. Brian Pukall, 31st MSG commander. "Our professionals are quite passionate about providing the best customer service possible because they know how important their functions are to the 31st Fighter Wing, Aviano Air Base's mission partners and our families. Undoubtedly, this change will drive innovative training solutions, which will ensure they remain at the top of their game."

With the standardization of customer service hours across the base, Chief Master Sgt. Jeffrey Craver, 31st FW command chief, asked customers to be patient as organizations transition into their new hours of operation.

"As we expand and standardize our customer service across the wing, customers should remember that the folks who are serving us are our teammates," said Chief Craver. "Just as there is a need for continuous improvement in customer service, there is an equal need for prepared, courteous, and appreciative customers."

Customers are encouraged to use tools such as Interactive Customer Evaluation "I.C.E." and customer comment forms to provide feedback, including positive feedback, on these changes and customer service in general, so that the base can continuously improve service.

For a complete list of customer service hours that includes the recent changes and updated phone numbers, click here or the orange button for "Phone/Hours" at the home page www.aviano.af.mil under Quick Links on the right.