Moving season highlights need for good customer service

  • Published
  • By Senior Airman Stephanie Hammer
  • 39th Air Base Wing Public Affairs
INCIRLIK AIR BASE, Turkey (AFPN) --  After receiving only part of his unaccompanied baggage shipment, an Airman here became concerned about the whereabouts of the remainder of his shipment.

“After checking into the status of the rest of my unaccompanied baggage, I found out that the paperwork from my last base was not completed correctly,” said Senior Airman Robert Meadows, a 39th Civil Engineer Squadron explosive ordnance disposal technician. “According to the paperwork, the only belongings I shipped were those which I already received, not including the other items listed on my inventory. There’s no record of shipment of the rest of my unaccompanied baggage.”

While situations like the one Airman Meadows experienced during his permanent change of station move are not commonplace, they can occasionally happen. When faced with challenges like these, good customer service from base agencies helps Airmen and their families deal with their situations more effectively, especially during the busy and hectic moving season.

“If the tables were turned, I would want someone to help me,” said Senior Airman James Hwang, of the 39th Logistical Readiness Squadron, who stepped in to help Airman Meadows by immediately getting in touch with traffic management office at the Airman’s old base.

Lending a helping hand is what good customer service is about, said Richelle Kemper, a local Customer College instructor.

“When (customers come) to you for help, you should never turn your back on them and never tell them that their problem is not your problem,” said Mrs. Kemper, who has 14 years of customer service experience. “Everyone likes a customer service representative who smiles, is well informed and makes (them) feel like a welcomed guest.”

When a customer does not receive good customer service, it can negatively affect how he or she perceives that organization. Those perceptions can sometimes be hard to break, she said.

“Since the loss of my household goods, I have less faith and comfort that I will receive all of my personal belongings during my next (move),” Airman Meadows said. “Obviously, we all possess some cherished and irreplaceable items. When they are lost and it seems nothing is being done to retrieve them, it makes one feel extremely angry.”

Sometimes, customer service representatives can run into a customer who is visibly upset. When faced with a situation like that, Mrs. Kemper said there is an appropriate manner in dealing with such patrons.

“When handling ... irate customers, remember they are relying on your products and services,” she said. “If something is wrong, let the customers tell you their version without interruption. Actively listen to what they say. Paraphrase for clarity, ask them what it would take to make them (satisfied) and then come to an agreement on how the situation will be handled. For the final touch, make sure to follow up with your customer to ensure (his of her) needs were taken care of.”

No matter the situation, there is one aspect Mrs. Kemper said will help people be successful customer service representatives.

“Empathy is the biggest key,” she said. “Put yourself in your customer’s shoes.” (Courtesy of U.S. Air Forces in Europe News Service)