By Melanie Gammon, Human Resources Manager, CFPSA Ottawa
(613) 996-6096 gammon.melanie@cfpsa.com

Photo by Melanie Gammon

Customer Service has been identified as one of the CFPSA's core characteristics, and "Becoming Customer Service Driven" is what we are all about.

Colette Sirois, Chantal Pétrin, Brieanne Hanck and Dorota Nierobis

The brand new Crowning the Customer initiative was rolled out at Headquarters on November 28, 2002. The first session was held in conjunction with the Canadian Forces Support Unit (Ottawa) at the Junior Ranks Mess, with 30 Category 1 employees attending from all divisions of the CFPSA.

The Customer Service Program, based on the popular book "Crowning the Customer" by Feargal Quinn, was originally designed for CANEX employees but is now being sought after by all divisions of the Agency.

"I think it was a wonderful course. I thoroughly enjoyed it, and the content is right on the money. Everyone should have the opportunity to participate in this course," said David Roberts, a CFCF Accounting Assistant, CFO division.

The fundamental concepts of the book can be easily applied to all facets of our daily work, both when dealing with external customers such as authorized patrons of CANEX or when addressing internal customers and colleagues.

The book refers to various concepts such as "The Boomerang Principle" and "Jumping the Counter". Although employees may already be using these concepts, a refresher course in customer service helps to reinforce these important ideas.

The course combines presentations, interactive games and activities that reinforce teamwork to emphasize the fundamentals of customer service.

"I must say that I enjoyed the Crowning the Customer session very much. And I did take a lot away from the session that has been helpful in my job. It was most definitely informative in ways of helping to resolve customer issues and/or complaints. From the general interaction with others on the course (through planned activities and games), I found it beneficial as to how the other divisions within our Agency have different customer needs and how they handle their customers' needs and expectations," explained Diane Snow, a Buyer's Clerk for CANEX.

The next Crowning the Customer session will be held in February 2003.