Robin Hillyer-Miles for Commander Navy Installations Command
For some, being good enough is OK, but for Commander, Navy Installations Command (CNIC) being the best-in-class in customer service is a priority.
This year, CNIC’s Fleet and Family Readiness (FFR) Program is celebrating 20 years of the Star Service Excellence training given to all employees.
When the Morale, Welfare, and Recreation (MWR) Star Service: Creating Stellar Customer Relations training initiative was rolled out in 1997, Northwest, Hawaii, and Southwest regions immediately requested to expand it to all their service programs.
“The vision for the Star Service initiative has been to take us beyond the just ‘good enough’ service and to transform Navy Fleet and Family Readiness worldwide from the top down and bottom up into a ‘best-in-class’ service leader, where customer loyalty prevails,” said Dr. Sandy Keehner, head, FFR Training Branch. “Our goal is for Navy FFR programs for the fleet, fighter and family to be the Sailors' first choice for quality of life services and activities.”
Twenty years ago, the new Star Service course was different from other training mechanisms that MWR used at the time. The facilitators presented self-paced e-learning techniques to make the classes more engaging and interactive.
“The difference with Star Service is that the classes are facilitated, not taught,” said Karen Fritz, Navy Entertainment program manager and the first MWR Star Service master trainer. “Before Star Service, we didn’t have a lot of trainings with group participation that were designed to bring out the strengths of the participants in the class, vice just a delivery of information.”
Currently FFR has almost 200 active certified facilitators across the enterprise. The facilitators are instrumental in the delivery of 10 to 22 classes per month per region.
“We take great pride in supporting Sailors' and their families,” said John B. Baker, former CNIC Fleet and Family Readiness program director. “Star Service enabled us to be a ‘customer focused’ organization, meaning all policy and standard operating procedures are made through our customers’ eyes.”
Although all Fleet and Family Readiness employees must complete the Star Service training within their first 90 days of employment, they’re expected to continuously bring the best service possible to their CNIC customers.
Navy Installations Command is comprised of about 53,000 military and civilian personnel worldwide who are responsible for the operations, maintenance and quality of life programs to support the Navy's fleet, Sailors and their families.