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What's Going On Here? BX Improvements

By: Cass Kanevil

Date Posted: 2000-02-20

There has obviously been an enormous amount of improvement at AAFES Exchanges in Okinawa. Not only in the increasing modernization of the Camp Foster Post Exchange building, but in AAFES management and customer service at Camp Foster and Kadena as well. I am extremely hard to please when it comes to customer service, and have an absolute fit when anyone is treated poorly or rudely by a customer service staff. This may, perhaps, be the result of the work ethics my mother, teachers and past employers instilled in me. I despise witnessing laziness by employees, and won't tolerate being treated like customers are not priority inside any place of business.

I have had to deal with certain PX and Concessionaire employees in the past with regards to their lack of service, poor service or "non-caring" attitude. Complaints by customers from time to time about their dissatisfaction with service is not always a bad thing, as it helps the business improve its services. Fortunately for all of us, there is a management team at AAFES that provides exceptional service, cares about all customers, takes pride in its management positions, and treats customers with great respect. I have gone to the Manager of the Camp Foster Exchange, Mr. Marc Floyd, and asked for his help a couple of times with exchanges, refunds, suggestions, and to tell him of any complaints I've had. He's always given me the help I've asked for, and never treated me as a burden.

Although in the past I felt as though I had been treated poorly by the customer service employees in any of the AAFES stores, I feel those problems have been corrected and Mr. Floyd has taken an active role in providing all of us with the best service possible. He and the Manager of the Kadena BX, Patty Ko, both suggest that if you desire their help, want to offer suggestions, or have a comment or complaint regarding their respective Exchanges - that you don't hesitate contacting them. Mr. Marc Floyd can be reached at FloydMarc@aafes.com, Patty Ko, at PKO@aafes.com.

As far as the AAFES Concessionaires are concerned, they are kept under the care of another set of capable hands, directed by Mr. Karo Goya. I have contacted him with complaints regarding concessionaire's store policies, customer service and a few cases of certain employees being outwardly rude, lazy and dishonest. Upon contacting Mr. Goya regarding these situations, he not only apologized for the employee's behavior on behalf of himself and the Concession's owners, but he initiated his own review of the circumstances and events surrounding the incident and offered to provide full account of his findings along with his intentions for correction. He has proven that the customer is first priority in any instance. Mr. Goya can be reached at Goya@aafes.com.

Because of requests and suggestions in Customer Satisfaction Surveys, Mystery Shopper Programs (available on the AAFES website) and "Meet the Manager" monthly meetings, there have been building renovations, customer call boxes installed, price check stations added and layaway and DPP payments added at the registers. As far as these managers are concerned, I feel very comfortable that they are doing their jobs to the best of their ability, in hopes of providing us, the military community, with the best quality of service and productivity. I suggest you hang on to these email addresses. It's so much better to bring your problems or suggestions out in the open instead of just "putting up" with, and accepting anything, but what we deserve. We aren't expected to just accept situations we aren't happy with at our AAFES Exchanges. Understand that there will always be the occasional screw up, but at least there are managers willing to offer their help in fixing these screw ups.

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