FORT HUACHUCA, Ariz. -- Family and Morale, Welfare and Recreation managers, staff, and employees joined Fort Huachuca Garrison Commander Col. Timothy Faulkner and FMWR Director Dennis Maruska during the signing of the FMWR Employee and Customer Covenant, May 19, at Murr Community Center.
The FMWR Command developed a comprehensive, holistic customer service program for FMWR to create and sustain a customer service culture. “We are embarking on a change in our customer service training program and a part of that begins with you,” said Maruska.
The covenant acknowledges a commitment that FMWR employees will be given the training, tools and support they need to provide a strong, supportive environment where they can thrive. Leadership promises to provide: a robust orientation to the command; clear performance standards; formal and informal training; performance support tools; and recognition and incentives to reward excellent service.
Employees in turn acknowledge they are committed to providing quality through service excellence to Soldiers and families commensurate to the quality of their service to the nation. Employees promise to: respect customers as individuals who are valued; provide timely, accurate and helpful information; offer high quality products and services; and offer the opportunity to provide feedback.
“Operation and customer excellence is phenomenal through this new training,” said Raymond Santiago, Nonappropriated Funds support chief. “We already had a nice program here but a lot of bases didn’t have a customer service program. FMWR headquarters decided to standardize one program for all of the garrisons. We all benefit through this.”
“The signing of this covenant means that I am committed to providing the best possible care in my position at the School Age Center,” said Kim Maheu, training specialist, SAC. “By providing the best possible care, I ensure that Soldier and that family member can do the best they can without worry.”
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