Navy Reserve Sailors Graduate from 'World Class Customer Service' Course

By Mass Communication Specialist 2nd Class Ryan Hill, Navy Reserve Public Affairs

NEW ORLEANS (NNS) -- Navy Reservists in the inaugural three-day World Class Customer Service (WCCS) course graduated at the Navy Reserve Professional Development Center (NRPDC) in New Orleans Dec. 1.

To ensure selected Reservists (SELRES) are receiving the best customer service possible at their Navy Operational Support Centers (NOSC), the Navy Reserve Force implemented WCCS courses in November 2010.

The course was attended by full-time support (FTS) Sailors.

In order for SELRES Sailors to operate with the fleet, they need to first be administratively supported through their NOSCs located in 125 different cities throughout the United States. This is where the Navy's new WCCS program comes into play.

"The course makes a clear distinction between the military concept of 'supported' and 'supporting,'" said NRPDC Commanding Officer Cmdr. Brian Fitzsimmons. "The FTS are in the supporting role, and the SELRES are in the supported role. The course strives to teach skills that will open communication, present training opportunities and create ownership of Reserve systems and processes."

The course offered information on how to work more efficiently with their customers and proper ways to delegate responsibility and teach the customer service skills to co-workers.

"These tools will enable me to disseminate the proper information down to the Sailors at my command who provide customer service," said Hospital Corpsman 1st Class George Gordon, from NOSC Charleston, S.C.

Implementing this course helps the Navy Reserve build on its motto to be "Ready Now. Anytime, Anywhere."

"This multiyear initiative will improve customer service to Reserve Sailors, their families and employers and increase transparency so problem areas can be seen and fixed," said Chief of Navy Reserve Vice Adm. Dirk Debbink.

The idea for the course came from Debbink and Commander, Navy Reserve Forces Command Rear Adm. Buzz Little.

"The service provided by our FTS has a direct and significant impact on our ability to meet the mission," said Fitzsimmons. "Therefore, our ability to be 'ready now' is only enhanced with world class customer service skills."

The course is targeted for FTS Sailors E-6 and above who work at NOSCs, squadrons or anywhere Sailors are providing a supporting role to deployed SELRES. This includes Sailors such as Gordon. Gordon is the medical leading petty officer for his NOSC and participated in the inaugural class. He is charged with ensuring that all the SELRES at his NOSC are medically ready for deployment.

"This course reinforces the Navy Reservist's mission as a whole and our roles as a support element," said Gordon. "If we start providing world class customer service one Sailor at a time, we will begin to make a difference. This will help with retention and overall morale. Our mission will be accomplished, and we will enable a 'ready now' mentality that will become contagious."

FTS Sailors interested in the WCCS can obtain quotas through their training department. They can also check for future scheduled courses by logging into www.navyreserve.navy.mil.>

Fore more news from Commander, Navy Reserve Force, visit www.navy.mil/local/nrf/.