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Questions and Answers

What is a key expectation customers have regarding service recovery when something goes wrong?

  • A quick and thorough recovery (correct)
  • A complete refund immediately
  • No follow-up communication
  • A slow and detailed explanation

How do customers prefer their organization's policies to be communicated?

  • So they make sense and are easily understood (correct)
  • Through vague and ambiguous statements
  • In a complex and legalistic manner
  • Using industry jargon and technical terms

What is a role customers expect their service providers to fulfill?

  • To minimize their involvement in decision-making
  • To increase the complexity of interactions
  • To take some guesswork out of the process (correct)
  • To add more steps to the service process

Which of the following best describes a customer expectation regarding dependability?

<p>Things will go right the first time (D)</p> Signup and view all the answers

What do customers seek in their interactions with organizations for guidance?

<p>A single point of contact for consistent communication (A)</p> Signup and view all the answers

What is the primary purpose of the HEAL Guidelines?

<p>To help regain customer trust and confidence after disappointment (A)</p> Signup and view all the answers

Which step in the HEAL Guidelines focuses on managing one's own reactions?

<p>Stay unhooked (D)</p> Signup and view all the answers

According to the Way It Is Model, which statement is true?

<p>There are three perspectives in every interaction. (A)</p> Signup and view all the answers

What should you do to ease the tension according to the HEAL Guidelines?

<p>Defuse negative feelings proactively (C)</p> Signup and view all the answers

How can one ensure a positive impression is left on the customer?

<p>By confirming the customer's understanding of the situation (B)</p> Signup and view all the answers

What is essential for maintaining a strong customer relationship after a complaint?

<p>Making commitments that can be easily fulfilled (B)</p> Signup and view all the answers

In the Way It Is Model, how can people's interpretations of a situation differ?

<p>They are influenced by personal experiences, culture, and values. (D)</p> Signup and view all the answers

What is a recommended action when a customer expresses frustration?

<p>Listening non-defensively and acknowledging their problem (C)</p> Signup and view all the answers

What is one of the main objectives of learning conflict management skills?

<p>To overcome barriers and make healthy choices (B)</p> Signup and view all the answers

What resource is specifically designed to assist new Navy spouses in understanding the military lifestyle?

<p>Sea Legs (B)</p> Signup and view all the answers

Why might effective communication become challenging for couples in the Navy?

<p>Frequent relocations and deployments (B)</p> Signup and view all the answers

What kind of skills are essential for improving personal relationships, especially for Navy spouses?

<p>Conflict management skills (A)</p> Signup and view all the answers

Where can new Navy spouses find workshops and informational materials?

<p>Local FFSC (A)</p> Signup and view all the answers

What does the resource 'Who is in Control?' primarily address?

<p>Anger management strategies (A)</p> Signup and view all the answers

What aspect of Navy life does the book 'Sea Legs' NOT cover?

<p>Historical events of the Navy (B)</p> Signup and view all the answers

How does unresolved conflict impact personal growth?

<p>It can prevent personal and professional growth (A)</p> Signup and view all the answers

What is the primary focus of the Navy's Personal Financial Management program?

<p>Financial independence and responsibility (B)</p> Signup and view all the answers

Which group primarily delivers personal financial fitness services in the Navy?

<p>Accredited Financial Counsellors and educators (B)</p> Signup and view all the answers

What type of assistance does the Transition Assistance Program (TAP) provide?

<p>Transition to civilian life and employment preparedness (A)</p> Signup and view all the answers

What kind of resources does the Family Employment Readiness Program offer to military spouses?

<p>Self-directed job search assistance and career coaching (D)</p> Signup and view all the answers

Why is the Transition Assistance Program important for Sailors planning to leave the Navy?

<p>It helps navigate the transition to civilian employment (B)</p> Signup and view all the answers

Which statement best describes the Navy’s stance on financial responsibility?

<p>Financial independence is prioritized, especially for veterans. (B)</p> Signup and view all the answers

What is one of the services provided by local Fleet and Family Support professionals?

<p>Assistance with resumes, cover letters, and job applications (D)</p> Signup and view all the answers

How does the Navy’s Personal Financial Management program view behavior modification?

<p>As a proactive and comprehensive approach throughout a career (C)</p> Signup and view all the answers

Which of the following is a common risk factor for suicide?

<p>Easy access to lethal means (A)</p> Signup and view all the answers

What is one of the resources available for managing stress within the Navy?

<p>Fleet and Family Support Center (C)</p> Signup and view all the answers

Which of the following statements is true regarding suicide prevention?

<p>It can be addressed by anyone at any time. (A)</p> Signup and view all the answers

What role do relationship issues play in suicide risk?

<p>They are a recognized risk factor. (C)</p> Signup and view all the answers

What type of issues can lead to severe or prolonged stress, according to the risk factors?

<p>Financial problems (C)</p> Signup and view all the answers

Which resource provides 24/7 support for people in distress?

<p>National Suicide Prevention Lifeline (B)</p> Signup and view all the answers

What can be a potential barrier to accessing psychological health treatment?

<p>Family history of violence (B)</p> Signup and view all the answers

Why are traumatic experiences considered a risk factor for suicide?

<p>They can trigger mental health issues. (C)</p> Signup and view all the answers

What type of degree do clinical counselors at Fleet and Family Support Centers typically hold?

<p>Masters or Doctorate in Counseling (B)</p> Signup and view all the answers

What is the primary purpose of Virtual Clinical Counseling?

<p>To maintain the morale and emotional wellness of Sailors and families (D)</p> Signup and view all the answers

Which of the following is NOT a service provided through Virtual Clinical Counseling?

<p>Financial planning (C)</p> Signup and view all the answers

What should you do if you are in immediate danger?

<p>Call 911 (B)</p> Signup and view all the answers

What is a key feature of Restricted Reporting for sexual assault victims?

<p>It provides time to explore service options without investigation pressure. (D)</p> Signup and view all the answers

What happens when a victim initially makes an unrestricted report?

<p>They cannot later change it to a restricted report. (C)</p> Signup and view all the answers

How can someone access the Virtual Clinical Counseling service?

<p>Through a video conferencing call from their home (C)</p> Signup and view all the answers

Which action is encouraged when considering your reporting options for sexual assault?

<p>Contact the local 24/7 response line for information. (A)</p> Signup and view all the answers

What is a key aspect of the relationship customers seek with their service providers?

<p>Trust and dependable service (A)</p> Signup and view all the answers

How do customers generally prefer to receive information about policies from an organization?

<p>In a straightforward and understandable manner (A)</p> Signup and view all the answers

What do customers expect when something goes wrong with a service they received?

<p>A quick and thorough recovery (D)</p> Signup and view all the answers

Which of the following best captures what customers expect regarding service dependability?

<p>To receive what is promised consistently and accurately (A)</p> Signup and view all the answers

In the context of client interactions, what do customers mean by wanting the organization to do 'some of the legwork' for them?

<p>They expect the organization to take initiative in handling complex inquiries (D)</p> Signup and view all the answers

What is the maximum reimbursement amount for a military spouse's state licensure and certification costs due to a permanent change of station?

<p>$500 (D)</p> Signup and view all the answers

Which program provides financial assistance to military spouses pursuing licensure, certification, or an associate degree?

<p>Military Spouse Career Advancement Account (MyCAA) (B)</p> Signup and view all the answers

What is a primary role of SECO consultants for military spouses?

<p>To give professional guidance on careers and education (B)</p> Signup and view all the answers

What is one benefit of volunteering for military spouses?

<p>Connect with the community and make a difference (B)</p> Signup and view all the answers

Which of the following statements about MyCAA is NOT true?

<p>It only covers costs for bachelor's degrees. (B)</p> Signup and view all the answers

What is a key action that military spouses should take to enhance job readiness?

<p>Personalize their resume to highlight skills (C)</p> Signup and view all the answers

Which resource is primarily intended to help military spouses find employment outside the military context?

<p>Military Spouse Employment Partnership (MSEP) (B)</p> Signup and view all the answers

What does the term 'volunteerism' refer to in the context of military spouses?

<p>Offering time to support community needs (A)</p> Signup and view all the answers

What resource specifically addresses communication challenges among couples in the Navy?

<p>Love and Marriage (C)</p> Signup and view all the answers

Which of the following is NOT covered in the book 'Sea Legs' for new Navy spouses?

<p>Conflict resolution strategies (C)</p> Signup and view all the answers

What is a potential barrier to effective conflict management in personal or professional settings?

<p>Prolonged unresolved disputes (D)</p> Signup and view all the answers

Which resource is recommended for new Navy spouses to learn about military traditions?

<p>New Spouse Orientation (D)</p> Signup and view all the answers

How does unresolved conflict impact personal development?

<p>It halts personal and professional growth. (A)</p> Signup and view all the answers

Which of the following statements about effective communication in relationships is true?

<p>Good communication can often be lost during stressful periods. (D)</p> Signup and view all the answers

What does the 'Who is in Control?' PDF primarily address?

<p>Understanding and managing anger (B)</p> Signup and view all the answers

What type of skills are emphasized for overcoming daily conflict challenges?

<p>Effective communication and problem-solving skills (B)</p> Signup and view all the answers

What is the main purpose of the COMPASS program for military spouses?

<p>To establish a peer network and develop necessary skills (A)</p> Signup and view all the answers

What does the FOCUS World program address for military families?

<p>Helping families learn important communication skills (C)</p> Signup and view all the answers

Which of the following statements best describes the relationship between military children and their challenges?

<p>Military children often face unique challenges due to irregular family schedules (D)</p> Signup and view all the answers

What core issue does the Sesame Workshop program 'Talk, Listen, Connect' address?

<p>Emotional struggles from multiple family changes and parental absence (A)</p> Signup and view all the answers

Which program provides self-help resources for military parents to reconnect with their families?

<p>Parenting for Service Members and Veterans (D)</p> Signup and view all the answers

What is regarded as a normal and natural part of life that also serves as a motivator?

<p>Stress (A)</p> Signup and view all the answers

Which of the following resources specifically assists new parents in coping with transitional challenges?

<p>NAVY for moms.com (C)</p> Signup and view all the answers

What is a key benefit of understanding and managing stress effectively?

<p>Improving overall productivity and well-being (B)</p> Signup and view all the answers

Who among the following is eligible for unrestricted reporting of sexual assault?

<p>Reservists performing federal duty (C)</p> Signup and view all the answers

What is a primary benefit of unrestricted reporting?

<p>It provides a wider range of rights and protections to the victim (B)</p> Signup and view all the answers

Which of the following individuals cannot make an unrestricted report?

<p>Military dependents under 18 years of age (C)</p> Signup and view all the answers

What is a limitation of unrestricted reporting?

<p>It may be perceived as intrusive by the victim (D)</p> Signup and view all the answers

What must happen with an unrestricted report involving active duty personnel?

<p>It must be reported to law enforcement for investigation (C)</p> Signup and view all the answers

Which support service is NOT associated with unrestricted reporting?

<p>Confidential counseling (B)</p> Signup and view all the answers

What type of military personnel can file an unrestricted report if the assault occurred prior to enlistment?

<p>Active duty personnel (D)</p> Signup and view all the answers

How does unrestricted reporting affect community safety?

<p>It facilitates enhanced community safety (B)</p> Signup and view all the answers

What is the primary service offered by Fleet and Family Support Centers for individuals facing stress?

<p>Short-term clinical counseling (C)</p> Signup and view all the answers

What role does the Family Advocacy Program serve?

<p>Helps victims of domestic abuse and child abuse (B)</p> Signup and view all the answers

Which type of counseling services do Fleet and Family Support Centers offer?

<p>Free of charge to active duty personnel and family members (B)</p> Signup and view all the answers

Which of the following statements about crisis intervention provided by Fleet and Family Support Centers is correct?

<p>It includes both individual and group responses. (C)</p> Signup and view all the answers

What should someone do if they want to access clinical counseling at Fleet and Family Support Centers?

<p>Call their local Fleet and Family Support Center directly (A)</p> Signup and view all the answers

Which of the following organizations is focused specifically on suicide prevention for Sailors and Marines?

<p>Navy Personnel Command Suicide Prevention (A)</p> Signup and view all the answers

Which factor is commonly associated with causing stress according to the provided content?

<p>Frequent moves and family hardships (D)</p> Signup and view all the answers

What is a key benefit of clinical counseling offered by Fleet and Family Support Centers?

<p>Assistance in developing a plan to cope with issues (B)</p> Signup and view all the answers

Flashcards

Customer Service

The ability to provide what was promised, dependably and accurately.

Trustworthiness

Customers feel their needs are in capable hands, and promises will be kept.

Policy Clarity

Policies presented in a simple and understandable way.

Customer Expectations

Customers want things to be right the first time, and a quick recovery if something goes wrong.

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One-point contact

A single point of contact for all customer questions. Efficient and simplifying process.

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HEAL Guidelines

A set of principles to guide customer service interactions when customers are upset or disappointed. The goal is to regain trust and confidence.

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Hear Out the Customer

The first step in the HEAL guidelines. It involves actively listening to the customer's concerns without interrupting or getting defensive.

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Manage Your Own Reactions

A key component of the HEAL guidelines. It involves controlling your emotions and choosing productive actions instead of reacting impulsively.

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Fix It!

A crucial step in the HEAL guidelines. It means taking action to resolve the customer's problem.

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Leave a Positive Impression

The final part of the HEAL guidelines. It involves ending the interaction on a positive note.

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The Way It Is Model

A framework for understanding how different individuals perceive the same situation based on their experiences and values.

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The Way I See It

How an individual interprets a situation based on their personal experiences and values.

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The Way You See It

How another person interprets the same situation, based on their experiences and values.

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Navy PFM Program

A program offering financial guidance and support to Navy personnel, emphasizing financial responsibility, independence, and long-term stability.

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Financial Independence

The ability to manage one's finances without relying on external sources of income.

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Transition Assistance Program (TAP)

A program designed to help Navy personnel transition to civilian life, offering employment workshops and resources.

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Fleet and Family Support Centers

Navy centers providing a variety of services to personnel and their families, including financial and transition assistance.

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Family Employment Readiness

A program offering employment assistance and resources to military spouses, addressing the challenges of frequent relocations.

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Accredited Financial Counsellors

Professionals trained to provide financial advice and counselling services.

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Debt Avoidance

Strategies and practices aimed at preventing the accumulation of unnecessary debt.

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Long-Term Financial Stability

A state of financial security that enables individuals to meet their financial obligations and achieve long-term goals.

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Anger Management

Techniques and strategies to control and manage feelings of anger in a healthy way.

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Conflict Management

The process of resolving disagreements or disputes between individuals or groups in a constructive way.

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Communication Skills

The ability to effectively convey messages and understand others, promoting clear and productive interactions.

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New Spouse Orientation

A program designed to help new spouses of military personnel adjust to their new lifestyle and environment.

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Navy and Marine Corps Public Health Center

A healthcare organization that provides health information and resources to Navy and Marine Corps personnel, including anger management tools.

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Kids Health Website

An online source that provides information and resources on a wide range of health topics, including anger management for children.

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FamilyLine

A support service for Navy spouses, offering resources, guidance, and a publication called "Sea Legs" for new spouses.

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"Sea Legs"

A publication by FamilyLine designed to help new Navy spouses navigate the unique challenges of the military lifestyle.

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Suicide Risk Factors

Factors that increase the likelihood of suicidal thoughts or actions, including relationship problems, transitions, disciplinary actions, financial difficulties, and mental health issues.

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Easy Access to Lethal Means

Availability of methods of suicide with high fatality rates, which can increase the risk of suicide.

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Transitions

Life changes such as retirement, relocation, or discharge that can be stressful and contribute to suicidal thoughts.

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Suicide Prevention: All Hands

Everyone plays a role in suicide prevention, contributing to a supportive environment and providing resources.

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Navy Suicide Awareness and Prevention

A program that offers resources and support for preventing suicide within the Navy community.

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National Suicide Prevention Lifeline

A 24/7, free, and confidential resource available for individuals in distress, providing support and crisis resources.

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Chaplain Care

A service that connects individuals to a chaplain for spiritual support and guidance.

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Virtual Clinical Counseling

Provides short-term, solution-focused support to Sailors and families through phone and video conferencing.

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SAPR Reporting Options

Allowing victims of sexual assault to choose how they want to report the incident, with options for restricted or unrestricted reporting.

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Restricted Reporting

A reporting option where the incident is documented but not investigated, giving the victim control and time to decide how to proceed.

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Unrestricted Reporting

A reporting option where the incident is investigated and potentially leads to legal actions.

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DoD Safe Helpline

A 24/7 confidential resource for individuals who have experienced sexual assault, providing support and guidance.

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Sexual Assault Response Coordinator (SARC)

A trained professional who assists sexual assault victims in the Navy, offering advocacy, medical, and counseling services.

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SAPR Victim Advocate (VA)

A trained professional who provides support and advocacy to victims of sexual assault in the Navy.

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Healthcare Personnel

Medical professionals who can provide medical care and support to victims of sexual assault in the Navy.

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Trustworthy

The ability to consistently deliver what was promised, dependably and accurately.

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Legwork

Taking the initiative to gather information or complete tasks on behalf of the customer, making their experience easier.

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PCS Move

A permanent change of station move, involving relocation to another location due to a military assignment.

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Military Spouse Licensure

Licenses or certifications required for a military spouse to practice their profession in a new state after a PCS move.

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MyCAA

The Military Spouse Career Advancement Account provides financial assistance to eligible spouses pursuing licensure, certification, or an associate degree.

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SECO Consultants

SECO (Spouse Education and Career Opportunities) consultants provide professional guidance to military spouses on careers, education, training, employment readiness, and career connections.

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Military Spouse Employment Partnership (MSEP)

A program connecting military spouse-friendly companies with jobs to military spouses seeking employment.

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Reimbursement for Licensure Costs

Sailors are reimbursed up to $500 for their spouse's state licensure or certification costs incurred due to a PCS move.

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Navy Family Framework

An initiative by the Navy to enhance the experiences of Navy spouses and families.

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Career Exploration

The process of investigating and evaluating various career options to identify a suitable path.

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Military OneSource

A comprehensive resource providing support and guidance to service members and their families. Offers various services like counseling, financial assistance, and career guidance.

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National Resource Directory

A directory that highlights programs specifically for military personnel, veterans, and their families.

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Fleet and Family Support Centers (FFSC)

Centers offering confidential counseling services, crisis intervention, and referrals to other military or community resources.

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Family Advocacy Program

Provides information and resources for victims of domestic violence or child abuse.

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Clinical Counseling

Short-term counseling sessions offered by licensed professionals to help individuals address their problems and develop coping strategies.

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Suicide Prevention Resources

Offers valuable resources and support for sailors and marines who need help coping with suicidal thoughts or feelings.

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Substance Abuse and Mental Health Services Administration (SAMHSA)

A national organization that provides resources and information about suicide prevention and mental health services.

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Navy Personnel Command Suicide Prevention

A website offering information and resources about suicide prevention for Navy personnel.

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COMPASS Program

A mentoring program for military spouses that helps them navigate the unique challenges of military life.

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FOCUS World

A program that helps military families build strength by teaching communication and coping skills, especially related to deployment and reintegration.

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Sesame Workshop Talk, Listen, Connect

This program tackles issues related to multiple deployments, injuries of a parent, and family changes caused by a parent's absence.

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Courage to Talk

A program offering resources for families to have open and supportive conversations about the impact of military service, particularly injuries.

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Parenting for Service Members and Veterans

An online course designed to help military parents improve their parenting skills, particularly after deployment and reintegration.

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Stress Management

Stress is a natural part of life, but it can also be a motivator. It helps you achieve goals.

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Benefits of Unrestricted Reporting

Includes a wide range of protections for the victim, like safety measures, command assistance, and accountability for the perpetrator.

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SAPR Victim Advocate (SAPR VA)

A trained professional who provides support and advocacy to victims of sexual assault in the military.

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Limitations of Unrestricted Reporting

The victim may find the investigation or legal process intrusive, and the assault will be known to those with a need to know.

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Military Protective Order (MPO)

A legal order issued by a military commander to protect a victim from further harm by the perpetrator.

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Chain of Command

The hierarchy of authority in the military, starting from the most junior to the most senior.

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Who Can Report Unrestrictedly

Active duty military, Reservists on duty, National Guard under Title 10, military dependents, and certain non-military individuals.

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Where to Report Unrestrictedly

Sexual Assault Prevention and Response Victim Advocate (SAPR VA), Sexual Assault Response Coordinator (SARC), Military or civilian law enforcement, healthcare personnel, and the Chain of Command.

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Study Notes

Defining Moments

  • A Defining Moment is a point in time when a customer judges the service and the organization as a whole.
  • Examples of defining moments include greeting a customer, answering questions, offering options, solving problems, and recovering from service breakdowns.
  • Defining moments can positively or negatively impact customer loyalty.

Customer Expectations for Star Service

  • Regardless of industry, product, or service type, customers consistently value four qualities:
    • Seamlessness: The ability to manage service factors invisible to the customer (behind the scenes). Customers want a single point of contact and don't want to worry about details.
    • Trustworthiness: The ability to provide what was promised dependably and accurately. Customers want to feel confident their needs will be met the first time, and that if issues arise, a prompt and thorough recovery will occur.

The HEAL Guidelines

  • When customers are disappointed or angry, using the HEAL guidelines can regain their trust and confidence:
    • Hear out the customer: Listen without judgment.
    • Ease the tension: Defuse negative feelings.
    • Act to improve the situation: Fix the problem, explain what happened, and confirm the customer's understanding.
    • Leave a positive impression: Offer a gesture of goodwill, and follow up to ensure satisfaction.

The Way It Is Model

  • Each person interprets events through their own experiences, and values.

Fleet and Family Support Program (FFSP)

  • The Navy's Family Readiness programs
  • Increase visibility, advocacy, and priority to support family members
  • Four main functional areas critical to mission success:
    • Work and Family Life (WFL)
    • Counselling, Advocacy and Prevention (CAP)
  • WFL programs support mission readiness
  • Provides services like deployment readiness support, individual augmentee spouse and family support, etc
  • Counselling, Advocacy and Prevention (CAP)
  • Provides counseling services and victim support

Spouse Education and Career Opportunities (SECO)

  • Provides professional guidance to military spouses on careers, education, and job searching.
  • Military Spouse Employment Partnership (MSEP) connects military spouse-friendly companies with jobs for spouses.
  • Military Spouse Career Advancement Account (MyCAA) provides financial assistance.

Military Spouse Licensure/Business Cost Reimbursement

  • Policy and procedures for military spouse licensure reimbursement.
  • Reimbursement up to $2000 for state licensure and certification costs and business costs

Transition Assistance Program (TAP)

  • Prepares service members and their families for civilian life.
  • Provides ongoing assistance
  • Mandated initial self-assessment within 2 years of retiring, within 18 months of separating.

Life Skills

  • Topics like anger management, communication, and conflict management.

Suicide Prevention

  • Suicide prevention is an ongoing concern.
  • Various risk factors exist, including relationship problems, transitions, and financial difficulties.
  • Resources are available to help individuals in crisis.

Clinical Counseling

  • Services to help manage stress and other challenges.

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Apuntes Fleet And Family PDF

Description

Test your knowledge on the key principles of customer service, including defining moments and customer expectations. This quiz covers important ingredients for delivering star service and guidelines for handling customer disappointments effectively.

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