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CUSTOMER  SERVICE Everyone  in  the  Navy  should  provide  outstanding customer service. Of the many ratings in the Navy, however,  only  a  few  are  primarily  involved  with providing  services  directly  to  personnel.  These  ratings include AK, DK, DK, HM, LI, LN, MS, NC, PC, PN, RP, SH, SK, and YN. As a PN, you know the importance of providing prompt and courteous service to a customer. Give each customer the dignity and respect that he or she deserves. Treat all customers equally regardless of rate or rank. One of your primary concerns in your office is to provide  prompt  and  courteous  customer  service.  Constantly monitor customer service to make sure your personnel are providing  the  best  customer  service  possible. You and your workers must remember that each individual may require a different level of attention depending on the situation or circumstance. You should treat each customer the way you would want to be treated. CORRESPONDENCE MANAGEMENT In  a  personnel  office  or  administrative  office correspondence is handled every day. When we think about  correspondence,  we  often  think  about  naval letters, but actually it involves the handling of all paper work. For training purposes, let us just say that whatever paper  work  we  handle  is  a  form  of  correspondence management.  Managing  correspondence  in  your  office requires your constant awareness of what is going on. When  you  prepare  any  type  of  correspondence,  certain guidelines must be followed to maintain uniformity. Since   you   have   overall   responsibility   for   all correspondence  that  comes  in  and  goes  out  of  your office, you must screen it thoroughly. When you receive correspondence that requires action, assign it to one of your  workers.   If  the  correspondence  requires  a complicated  response,  train  your  personnel  on  what  to do. Place a copy of the correspondence requiring action in a tickler file so you can follow up to make sure a timely reply is provided. When you send out correspondence that requires action from the addressee, you must put a copy of it in your  tickler  file.  Send  a  tracer  if  a  reply  to  your correspondence  is  not  received  within  a  reasonable period of time. RECURRING REPORTS The peronnel office, like other offices, generates many reports. To track these reports, use a recurring reports management program. If you are attached to a ship or squadron, the administrative office normally maintains the file that contains the recurring reports. If the reports you generate are not included, let the person who maintains the recurring reports file know. This procedure prevents duplicate files. This person will remind you monthly or as appropriate when reports are due. The efficiency of your office depends largely on your  ability  to  get  reports  out  on  time.  SECNAVINST 5216.5C   contains   more   information   about correspondence  management. PREPARATION AND PROOFREADING Before you prepare any correspondence, make sure you have researched all the information you will need. When  you  complete  the  research  and  have  all  the information,  you  can  start  writing.  Keep  in  mind  that what you write will be read by a reader. The reader must be able to understand the message you are trying to convey. The use of complicated terms is appropriate when there is a possibility of compromising technical accuracy with the use of simpler terms. Proofreading  the  material  you  prepare  such  as letters,  instructions,  and  notices  is  important.  The purpose of proofreading is to make sure the material is accurate in all respects. Always make sure the needed information is present and achieves what the writer requires. After you proofread the material, let another person  review  the  correspondence  to  make  sure  he  or she understands it. If you and your reviewer agree with all the information written, you can then go smooth with it and subsequently distribute the written material. Remember, the correspondence you produce reflects directly on you. DIRECTIVES A  directive  is  an  instruction,  notice,  or  change transmittal   that   prescribes   or   establishes   policy, organization, conduct, methods, or procedures. A directive requires action or sets forth information essential to the effective administration or operation of naval activities, or contains authority or information that must  be  published  formally. Instructions Instructions are directives that contain authority or information of continuing reference value, or requiring continuing action. Instructions remain in effect until superseded  or  canceled  by  the  originator  or  higher authority. A sample instruction format is shown in figure 1-1. 1-2

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