. It is cost effective to transfer the records to an FRC vice store them locally. Activities should not transfer records to federal records  centers  under  the  following  conditions: .  When inactive files are eligible for destruction within 3 years. l When the quantity is less than 1 cubic foot of records.   Small   accumulations   of   expired retention records should beheld until the quantity accumulated  is  sufficient  to  justify  transfer. . When cost of transfer to the FRC outweighs cost of  local  storage. Except  when  categories  of  records  are  designated specifically for transfer to a specific federal records center, activities should transfer eligible records to the nearest federal records center servicing the area as listed in  SECNAVINST  5212.5,  Appendix  C. CUSTOMER  SERVICE The  Naval   Aviation   Maintenance   Program, OPNAVINST 4790.2, describes the Aviation Support Division/Supply  Support  Center  (ASD/SSC)  as  the single point where material control places requisitions for material requirements. In the Navy, this situation is the same in most cases. There is only one disbursing office, only one personnel office, only one place to get meals, and soon. The customer has no other choice but receive  the  services  provided  by  the  contact  point representative. In this text, we define the customer as anyone for whom a service is provided. The term contact  point is the place or location the customer goes to get the service. The  contact  point  representative  is  the  person  manning the contact point and providing the service. RECOGNIZING THE EFFECT OF GOOD/BAD SERVICE The  organization,  command,  and  the  Navy  is affected by the service provided by the contact point you are supervising. A bad service creates an attitude of resentment  in  the  customer.  However,  this  attitude  is directed toward NOT ONLY the person giving poor service but also toward the Navy. On the other hand, good service is beneficial to the Navy.  Good  service  promotes  teamwork,  creates  a positive attitude, and builds confidence. Dedicated personnel are the Navy’s most valuable asset.  Too  often,  however,  some  of  these  personnel leave the naval service because they are dissatisfied and frustrated with the service they received. In such cases, the  Navy  has  lost  not  only  the  person  but  also  a considerable  training  investment. RECOGNIZING THE NEED OF THE CUSTOMER The supervisor must understand the need of the customer. This knowledge should be more than just processing  requisitions,  issuing  material,  or  providing the  status  of  a  requisition.  Everyone  in  the  Navy  has needs and requirements that should be met by the representative  of  the  contact  point.  Although  the  type of services needed by the customers differ, the kind of service the customer wants is basically the same. The following text lists some of the customer’s needs: l To be regarded as an individual l To be given more attention than a machine l To be treated fairly and equally l To get consideration for his or her time Navy members requiring the service, as a customer, are persons who must be treated as individuals. The contact point representative should understand that customer’s  requirements  also  varies.  For  example, senior  Navy  members  are  more  experienced  and  may not need detailed explanations or advice than junior members.  Senior  Navy  members  are  aware  of  the service they are entitled and are less likely to accept poor service. Although all Navy members depend on others to  get  the  service,  the  need  is  far  greater  for  new members. These new members have less experience and need all the help they can get. IMPROVING  THE  CUSTOMER  SERVICE You should use the self-evaluation check list to identify items requiring improvement in the contact point. You can use the following checklist as a customer or  contact  point  representative. l Do I present a good personal appearance? l Do I thoroughly understand my rating? l Have I organized my work and time so that the most efficient service is rendered? . Do I maintain up-to-date and complete files or records? 1-17