Customer Management Skills for Effective Air Force Civil Engineering Customer Service.
Abstract
This research measured the Air Force Civil Engineering customers' level of satisfaction with the service they receive from the Customer Service Units at non-TAC Air Force Bases. Twenty-three characteristics identified by the researcher from an extensive literature review and from a TDY to a major Fortune 500 company were evaluated by both building managers and BCE commanders. Overall, the building managers' perception of the Customer Service Unit is slightly better than satisfactory (3.283) (scale values being 1 = terrible, 2 = poor, 3 = satisfactory, 4 = good, and 5 = outstanding) while BCE commanders believe it is just short of being good (3.786). This is a significant difference in perception. In addition, this research identified the five most important customer management skills the customers believe are needed for effective customer service. The identification of these beneficial customer management skills, coupled with the perception of overall satisfaction, can serve as a guide for the customer service representative to learn from and apply while working in the Customer Service Unit.
Document Details
- Document Type
- Technical Report
- Publication Date
- Sep 01, 1986
- Accession Number
- ADA174114
Entities
People
- Danny S. Long
Organizations
- Air Force Institute of Technology