STEPS TO SUPERIOR SERVICE

• Document Type: CREST
• Collection: General CIA Records
• Document Number (FOIA) /ESDN (CREST): CIA-RDP90-00379R000100050003-7
• Release Decision: RIPPUB
• Original Classification: K
• Document Page Count: 1
• Document Creation Date: December 27, 2016
• Document Release Date: August 27, 2012
• Sequence Number: 3
• Content Type: MISC

ST Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050003-7
OFFICE
OF
LOGISTICS
DRAFT
STEPS TO SUPERIOR SERVICE
Develop a support ethic.
Be positive. Don't make excuses or pass the buck.
Stress "can do" instead of "can't do."
Treat people as if they're special -- and mean it.
Develop a better understanding of your customer's needs.
Be sure you and the customer understand the facts.
Avoid making commitments wino basis--or promises that can't be kept.
Give logical, realistic, credible, consistent reasons for actions,
Explain processes and variables that affect support timeframes.
Help your customer define exactly what's needed to start a project.
Help the customer develop requirements and plan steps in detail.
Avoid saying "send me a piece of paper" until you know it's needed.
Use visits or telephone calls instead of memos when you can.
Give voluntary feedback on job status.
If you don't have answers find them and get back to the customer.
Learn the authority required -- and additional information sources.
Tell the customer if unexpected complications arise -- and steps
you're taking to eliminate or minimize them.
Communicate to resolve problems; don't "sit and stew on them."
Maintain friendly, informative contact.
Learn all you can to enable you to do your job better.
Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050003-7