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Service council: ‘We want to create a culture change’

  • Published
  • By Staff Sgt. Teresa M. Jennings
  • 375th Air Mobility Wing Public Affairs
SCOTT AIR FORCE BASE, Ill. --  Everyone has been a customer at least once in their life and expects good customer service, but do we really know what excellent customer service is?

The Customer Service Council is a multi-layered group of individuals who represent the 375th Air Mobility Wing's squadrons, groups and Wing Staff Agencies to improve, promote and champion customer service.

"The members are selected by the leadership in their units to use the training concept in their day-to-day interactions with customers," said Capt. Christopher Russell, Customer Service Council member. "It is hoped that the concept becomes internalized and a habit. These habits developed, will be shared habits across the wing which will change the culture."

The Customer Service Council seeks to promote customer service by educating and spreading a shared expressions set. Additionally, they look to encourage good customer service and publicize these customer service champions. Finally, the council is working toward being able to assess whether or not customer service is improving or declining in the wing, and with that knowledge, how to create improvement consistently.

Russell said that each quarter the council plans to promote customer service-based training and tips via the base newspaper and Scott AFB website that introduces or reminds members of the Showcase Wing a specific concept to focus on. This will allow all wing personnel a chance to improve their customer service skills while seeking to outshine, outserve and outperform.

"We want to create a culture change. We want the values of great customer service to be kept in line for our future Airman and their culture." said Russell. "This will allow the wing to keep from having rules or guidance governing customer service because good customer service will just be the norm."

Anyone interested in joining the Customer Service Council should speak to their unit representatives.