LRS flight improves service Published June 14, 2013 By Senior Master Sgt. James Jackson 60th Logistics Readiness Squadron TRAVIS AIR FORCE BASE, Calif. -- "Give the customer what they want, need and desire in order to better meet their needs and support the mission." This was the mandate from Chief Master Sgt. Robert Hughes, 60th Logistics Readiness Squadron materiel management flight chief, to improve service for Travis Airmen processing through the Individual Protective Element flight. "Customer service is a series of activities designed to enhance the level of customer satisfaction and meet customer expectations," Hughes said. "All members of the supply career field know this. We just needed to remove and adjust some perceived barriers to meet our customer demands." Marching orders in hand, the Airmen assigned to IPE employed the six "Killer Be's of Customer Service:" Be positive, be responsive, be a good listener, be honest, be humble and be empathetic in order to change the way they did business and continue to fulfill customer expectations. Be positive: We want to make a good first impression and having a flexible process with customer options allows us to do that. Be responsive: There is nothing worse than having a seat in a crowded room and waiting to be served. However, we also understand that sometimes there is simply no getting around waiting. To alleviate tension, IPE will intermittently brief customers on why they are waiting and provide information on other service options. Be a good listener: IPE understands that process changes take time and require some adjustments. Through our customers, we find out if further change is required. Based on your feedback, we will continue to modify our processes to better serve you. Be honest: IPE told customers something would be done to better meet their needs. We are doing just that. Operating hours are changing, walk-in customer service is being implemented and a more flexible turn-in and issue line process will be inplace. Be humble: Customers have spoken to IPE through surveys and we are in tune to their needs. Changes they have proposed are being implemented to accommodate an ever-shifting environment. Be empathetic: The Airmen of IPE placed themselves in the customers' shoes and devised a process that would better meet the needs of the Airmen on the other side of the counter. Establishing five separate customer service lines designed to meet the specific needs of our customers allows for a more focused approach to meeting customer needs. Furthermore, this process will allow for more flexibility because all five service lines can quickly transition over to help waiting customers if the line is not being utilized for its previously established duties. What does it all mean? "The days of appointment-only service are gone," Hughes said. "Don't get me wrong. We still offer this service for our customers who cannot afford to wait or choose not to wait. However, appointments are no longer a precursor to service and walk-ins are welcomed and encouraged." Now when you walk into IPE, you will see five separate lines: three designated for walk-in customers, one for appointments only and one for redeployers. If a line is not being utilized, such as no scheduled appointments, it will be immediately opened to walk-in customers. IPE operating hours will also change. Starting June 17, hours of operation will be from 8 a.m. to 2 p.m. on Monday, Tuesday, Thursday and 8 a.m. to noon on Friday and Wednesday. This change allows the section to ensure essential items are stocked and validated in preparation for the next day's workload. The 60th LRS hopes these changes will aid customers in meeting their requirements.