STEPS TO SUPERIOR SERVICE

• Document Type: CREST
• Collection: General CIA Records
• Document Number (FOIA) /ESDN (CREST): CIA-RDP90-00379R000100050009-1
• Release Decision: RIPPUB
• Original Classification: K
• Document Page Count: 4
• Document Creation Date: December 27, 2016
• Document Release Date: August 27, 2012
• Sequence Number: 9
• Content Type: MISC

Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050009-1
OFFICE
OF
LOGISTICS
Be courteous.
A4 Develop a support ethic.
Be positive. Don't make excuses or pass the buck
Stress "can do" instead of "can't do."
Look for solutions to problems, or alternatives.
Treat people as special -- and mean it.
Develop a better understanding of your customer's needs.
}
Avoid making commitments that can't be kept.
Give logical, realistic, credible, consistent reasons fui a,_ciuna.
Explain processes and variables that affect support timeframes.
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 telephone calls instead of memos when you can.
'Give voluntary feedback on job status.
`a c ?~ Ai N1
-Return telephone calls Apromptly.
If you don't have answers, find them and get back to the customer.
Learn t.`.e authority required -- and additional information sources.
Tell tht. 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
Take pri.de in your job.
-{?ms s{ 1 -e4t
-- Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050009-1 --
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050009-1
OFFICE
OF
LOGISTICS
Develop a support ethic.
Be positive. Don't make excuses or pass the buck.
Stress "can do" instead of "can't do."
Give logical, realistic, credible, consistent reasons for actions.
STAT
LAJG-
Treat people as Li_i~ special -- and mean it.
Develop a better understanding of your customer's needs.
atr anzY tie cr~s Miner underst-anzi the facts
Avoid making commitments w/no basis--or promises that can't be kept.
Eielp 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, End 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-RDP90-00379R000100050009-1
 Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050009-1
I MEMORANDUM FOR: Edie I
Attached is your "Steps to Superior Service" with a
couple of suggested additions.
Date 2/26/86
Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050009-1
 ST
Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050009-1
ILLEGIB
ILLEGIB V
OFFICE
OF
LOGISTICS
Develop a support ethic.
Be positive. Don't make excuses or pass the buck.
Avoid making commitments w/no 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.
Develop a better understanding of your customer's needs.
Be sure you and the customer understand the facts.
Treat people as-it ley re specia -- and mean 1 .
Declassified in Part - Sanitized Copy Approved for Release 2012/08/27: CIA-RDP90-00379R000100050009-1