The 6th CS: more customer-friendly

  • Published
  • By Airman 1st Class Danielle Conde
  • 6th Air Mobility Wing public affairs
MACDILL AIR FORCE BASE, Fla. --  Since January 2015, the 6th Communications Squadron has implemented a customer service desk at their facility to minimize the down time for the individual and allow the shop to operate more efficiently.

Starting from scratch in October 2014, the team transformed a space into a workable area where technicians are readily available to assist customers on the spot.

"The technicians are trained to provide customers with the support they need, while educating them on how to maintain their assets on a daily bases," said Staff Sgt. Felix Ramirez, 6th CS client system supervisor.

The new system saves time for both the user and technician because a representative does not need to search for the asset's location, and the customer can demonstrate the technical difficulty they are experiencing in front of an expert.  

"The customer feels more responsible, and they have a more hands-on approach to their issue," said Senior Airman Tracee Siritt, 6th CS customer service desk technician.

Small problems can be solved within 10 minutes, allowing the user to immediately return to work. However for assets that will take more time to repair, the team has a goal of returning the asset to the user within two days.

With the 6th CS supporting approximately 100 percent of the 6th Air Mobility Wing, along with numerous mission partners, Siritt said that one of the biggest aspects of having the system is that it educates individuals on how to prevent the problem from occurring in the future. As a result, they are able to assist other people in their shop who are experiencing the same issue.

The customer service desk is open Monday through Friday from 8 a.m. to 3 p.m., and designated customer parking spots are located in front of the building. Appointments may be scheduled, but customers are welcome to walk in.