Naval Facilities Engineering Systems Command

NAVFAC Mid-Atlantic Conducts Customer Service Training to Improve Delivery of Products, Services to the Fleet

12/10/18 02:44 PM

By Jeffrey C. Doepp, Naval Facilities Engineering Command Mid-Atlantic Public Affairs

NORFOLK (NNS) -- Naval Facilities Engineering Command (NAVFAC) Mid-Atlantic Public Works Business Line headed back to the Hampton Roads area in Virginia to conduct customer service training from Nov. 26, 2018 through Jan. 17, 2019.

The goal of the training is to provide employees with the skills and competencies to improve the way NAVFAC Mid-Atlantic delivers all products and services to the fleet.

Previous customer service training was conducted this past summer at various Public Works Department sites in New Jersey, Pennsylvania, Illinois, Connecticut, Rode Island, and Indiana.

As a products and services organization, virtually every aspect of NAVFAC Mid-Atlantic’s work involves customer service. The NAVFAC Strategic Design reinforces the organizational commitment to serve Sailors and Marines, and NAVFAC Mid-Atlantic entrusts each member of its workforce to meet the mission while providing excellent customer service, according to the Customer Service Training Courses Statement of Work.

“Providing excellent customer service is key to the command mission,” said Public Works Supervisory Production Manager Tiffany Doxsee. “A positive customer service experience sets NAVFAC Mid-Atlantic apart and shows our commitment to being known as the facilities technical expert.”

The NAVFAC Mid-Atlantic Public Works Business Line developed four different customer service training classes to meet the needs of the command’s entire workforce, which includes training for employees who work directly with external customers, training for supervisors, and training for Wage Grade and General Schedule employees.

Administrative Support Specialist for the Public Works Business Line, Rydell Tomas, who attended the training shortly after reporting onboard a few months ago, said he thought the training would help him be a more effective administrator.

“The instructor provided top-notch training, which emphasized the importance of teamwork, self-assessment, and personal responsibility when dealing with customers,” said Tomas. “There were some beneficial take-a-ways from the class. When I show my customers I value them – that’s the goal, satisfied, valued customers – if I am giving my very best to my customers, then they will at least know I care.”

Doxsee said that the training provides employees an opportunity to positively impact the way our customers view NAVFAC as an enterprise.

“One employee commented that regardless of where you are in the organization, we all provide customer service to someone,” she added.

This ongoing training is being conducted onsite at various NAVFAC Mid-Atlantic locations for approximately 2,400 employees so as to keep attendees as close to their duty stations as possible and to minimize time away from the mission. To date, Public Works has trained more than 1,500 employees.

NAVFAC Mid-Atlantic is the Systems Command that delivers and maintains quality, sustainable facilities, acquires and manages capabilities for the Navy's expeditionary combat forces, provides contingency engineering response, and enables energy security and environmental stewardship across an area of responsibility that spans from Georgia to Maine and as far west as Illinois. As an integral member of the Commander, Navy Region Mid-Atlantic team, NAVFAC Mid-Atlantic provides leadership through the Regional Engineer organization to ensure the region's facilities and infrastructure are managed efficiently and effectively.

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