The Bugle Boy www.southcom.mil/usag-miami/mwr.html
September/October 2010
THE CUSTOMER COVENANT 1
SPOTLIGHT: FOCUS ON THE CUSTOMER COVENANT
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CALENDAR OF EVENTS
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WHAT’S UP IN SOUTH FLORIDA
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FAMILY SUPPORT CENTER NEWS EFMP, Employment Readiness
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VOLUNTEERS
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WHAT’S UP IN FMWR
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GOING GREEN
12 RELOCATION READINESS 15 SPOUSES’ CORNER / WHO’S WHO 16 FMWR FUN BUS TRIPS United States Army Garrison-Miami Directorate of Family and Morale, Welfare and Recreation 3511 NW 91st Avenue Doral, Florida 33172 305 437-2642 Sign up for FMWR E-mail and Send Your Customer Comments to: Mwrcustomerservice@ hq.southcom.mil Friend us on Facebook Fmwr Usag-Miami
The Family and Morale, Welfare and Recreation Command (FMWRC) recently developed a comprehensive, holistic Customer Service Program for Army Family and Morale, Welfare and Recreation (MWR) to create and sustain a customer service culture. We are committed to providing quality through service excellence to our Soldiers and Families commensurate with the quality of their service to our Nation. We understand that we create value for our customers through predictable, consistent, efficient and customer-focused service. On July 14th and 15th, the US Army Garrison-Miami (USAG-M) Family and MWR Directorate hosted its first series of Operation Excellence Customer Service training courses, aimed at improving customer service throughout the directorate. Eight principles of CUSTOMER service were covered during the training, using real life scenarios and experience. Operation Excellence emphasizes fulfilling the promises Family and MWR made through the Customer Covenant to Soldiers and their Family Members. This training was also made available to Garrison staff in order to foster improved customer service between the different components of USAG-M. USAG-M Family and MWR promises our customers they will: Always be respected and treated as individuals who are valued; Receive a prompt and friendly greeting in a professional and courteous manner; Experience aesthetically-pleasing facilities; Receive timely, accurate and helpful information; Be offered high quality products and services; Have an opportunity to provide feedback.