Awaiting parts unit Rotatable pool unit Pre-expended bin Maintenance support package These are some of the contact points that are manned by AKs who provide direct services to customers. Aviation maintenance personnel go to these contact points to obtain services, advice, and answers to questions. These points are important because the services they provide are important. However, the quality of these services is determined by the individual AKs providing them— YOU ARE ONE OF THOSE AKs Appearance The first thing the customer notices and uses in forming an impression is the appearance of the AK and the area of the contact point. An AK with a neat and correct appearance brings respect from the customers. No one is expected to look neat and fresh at the end of a hard day, but everyone should start that way in the beginning of the shift. Appearance does not necessarily affect perform- ance, but it does indicate your attitude and pride to the customer. The appearance of the contact point also reveals the attitude of the AK toward the job he/she is assigned to do. A neat, business like, efficient working space implies that the AKs working there are efficient and business like. Cooperation The mission of the division can only be accom- plished when all individual tasks are completed. We can relate a division composed of smaller units to a manufactory composed of several assembly lines putting together small parts to build a product. Whenever there is a vacant spot in the assembly line, production process is slowed down and the product cannot be completed. This applies to you because supply is a large organization and requires everyone’s cooperation to accomplish its mission. Cooperation smooths a lot of rough spots. Being cooperative doesn’t mean taking over other people’s jobs. It means working with other members of the team for the purpose of improving individual performance and overall efficiency. Cooperation is necessary when “breaking in” a new member of the organization. You can show the new member the mechanics of the job and let him/her do the job while you watch. But, a much better performance from the new member can be achieved if you explain the job thoroughly and provide references for any questions. Maintaining orderliness at the point of contact requires cooperation from everyone. Your cooperation is required to respond to the customer’s needs. Assisting the AK’s Customer Helping a customer is a very easy task. Normally, it only takes a minute of your time. Helping does not necessarily mean doing everything to satisfy the customers needs. You may not be authorized to perform some functions that are usually performed by others. You can provide assistance to the customer in the following ways: . Identify the kind of help needed. . Perform the required service. . Refer the customer to the applicable point of contact if the required service is performed by others. You can also make a phone call to the applicable point of contact so that the customer will be expected. SERVICE.— Service is the work performed by the AK that contributes to the welfare of others. As a member of a support activity, you are the most important link between supply and aviation maintenance. The service you provide has a direct affect on the aircraft readiness and effectiveness of aviation maintenance. When the service provided to the customer is bad, its can have a lasting negative effect on the individual customer. It can cause the customer to feel resentment and frustration toward the organization and the person who provided the service. On the other hand, good service builds good attitudes, promotes morale, and gains the trust of the customers. It is common for a customer to contact the same AK that provided good service in the past. That AK is viewed as being capable, interested, knowl- edgeable, and most of all trustworthy. COURTESY.— Regulations do not require courtesy beyond formal military courtesy. Common courtesy goes beyond what we are required to do. It is a voluntary expression of respect or consideration to another’s rights or feelings. It is being polite and helpful when talking to someone on the telephone; opening the door for someone heavily laden with packages; and 2-13