Dayley’s Update …
Col. Brant V. Dayley,
Hello, Team Bliss!
It’s come to my attention that members of Team Bliss are still experiencing problems with getting in touch with Transportation. Because the Transportation Division folks are changing locations, just like with all the moves here recently, the phone lines did not catch up. In the meantime, the best working number for outboard/do-it-yourself moves is 412-7417. For all other transportation questions, call 568-7605.
As things progress, I will keep you updated via my Facebook page, “Tell it to COL D.” Also, thank you, Jessica Furner and Kendra Blake Leeworthy, for helping bring this to my attention on Facebook and correctly instructed fellow Facebook users that, if it is a time-sensitive issue with Transportation, it’s recommended that you work with them in person. The office is in Bldg. 505 and is open from 9 a.m. to 5 p.m. and is closed for lunch.
In our ever-continuing effort to live up to the motto “Best Service, First Choice,” it’s come to my attention that, as a garrison, we still have work to do in the area of customer service, which is monumentally important in helping Fort Bliss run smoothly. If we have trouble identifying our customers’ needs or leave them confused about how to work with us and our organizations, then we cannot live up to that motto.
Recently, Facebook users have brought up instances of poor customer service including employees “passing the buck” and giving customers the runaround when they should have known better; an employee using his cellphone as he was working with a customer; and taking an inordinate amount of time to complete an otherwise straightforward customer service request.
Now I realize all of these instances have more than one side to consider, but it is nonetheless vital that we take these complaints seriously. Customer service problems that go unaddressed can quickly turn into even larger problems that may noticeably affect the Fort Bliss mission. If you are a customer and have an issue with an organization, say something. If that means using the Interactive Customer Evaluation system http://ice.disa.mil or talking to a supervisor about your dissatisfaction, do not hesitate to make your voice heard. Of course, another way is to join the conversation on my Facebook page. The best way to deal with customer service issues however is to let the staff know about the problem at the time it is experienced. Engaging with supervisors and managers should help bring immediate resolution.
While not wholly a customer service problem, I’d like to thank Marta Rivera Diaz for letting me know about what also amounts to a safety issue. Some of those who live in post housing sometimes have trouble opening their garage doors. Whether it is a stray signal interfering with garage door openers or any other number of technical glitches, garage openers should work, period. Due to deployments and field time, many spouses arrive home alone at night and should be able to feel safe. As Diaz said, “This usually means pulling into our garages, waiting in the locked car until the door is closed and then exiting our vehicles to enter our homes through the garage.” I’m now working with Balfour Beatty Communities to see how they can fix this problem.
On a more positive note, I’d like to thank Facebook user Mindy Manon Messinger for inviting me to Sept. 13’s “Light up the Night” rally at Colin Powell Elementary to help kick off the anti-bullying program. I’m glad the school is doing this and I look forward to seeing more great programs like this.
These issues, although important, are not wholly indicative of the excellent work performed by Team Bliss staff, who, more often than not, receive positive feedback. Fort Bliss continues to demonstrate the phrase “Best Service – First Choice!”
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