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| The strongest organizations not only demonstate great customer service, they ____ ____. |
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| ______ is a vital part of customer service excellence. |
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| Help your customer's help you _____ them. |
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| They know they went TDY or had a change and they needed to update their pay record, but they often are not aware or sure of all their entitlements, so they ____ _____ _____. |
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| Approximately 80% of customer needs are at his fingertips at the workplace or home represents which model? |
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o Help the customer to resolve his/her problem but educate him/her to utilize Knowledge Management tools and resources on the AF Portal
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| Define "Click" in click-call-wall model. |
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o The customer can call to resolve a pay issue
o If a customer walks into the FSO with a problem, which he/she cannot find a resolution, FSO personnel will help the customer to resolve their problem but educate him/her to call next time |
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Definition
| Explain "call" in click-call-walk model. |
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o Once the other avenues are exhausted or the customer is more comfortable with face-to-face contact, this is where the base-level office comes in play
o There will be those things the local office is the only source to accomplish certain tasks. |
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Definition
| Explain "Walk" in click-call-walk model. |
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