Monroe leaders reafirm commitment to top-quality service while taking care of FMWR workers


By Stephanie Slater

CASEMATE STAFF WRITER

Fort Monroe set a precedence as the first Army installation to sign a Family and Morale, Welfare and Recreation Employee and Customer Covenant Tuesday. The ink still fresh from signatures affixed by Garrison Commander Col. Anthony D. Reyes and Director of FMWR Ron Finchum, the Covenant helps standardize an Army-wide FMWR customer service and employee assistance culture.

The program positions FMWR employees for success in serving customers, and draws impetus from the Army Family Covenant which promises to serve Soldiers, family members and civilian employees. Senior executive leadership approved the program in 2009 and FMWR Command Chief Maj. Gen. Reuben Jones signed the program’s official implementation Jan. 25.

To implement, monitor and sustain the program, about 30 customer service coordinators will be strategically placed across garrisons. Janine Johnson is Fort Monroe’s Customer Service Coordinator.

“We realize that our customers have a choice, and we want to honor their decision by giving them excellent customer service,” Johnson said. “Also, we realize that their Army commitment presents unique needs that FMWR is best posed to meet.”

The FMWR Customer Service Covenant’s promise of customer satisfaction will come about through the following outcomes: increased customer participation, higher employee job satisfaction, retention of high-performing employees and continued employee engagement and commitment.

Johnson said that a positive customer service culture begins first with the FMWR employee – standardized expectations and training, backed with the confidence and care of FMWR leadership, will ensure excellence.

“We want FMWR employees to rise to their potential, and that we’re behind them every step of the way.”

Within 30 days of hire, FMWR employees will attend a team member orientation which introduces them to the unique structure of the installation. They will also complete online career development training modules throughout the year. Supervisors will ensure that all team members have access to a computer to complete the required modules, as well as optional modules that will enhance both personal and professional development.

It won’t be long before customers will begin experiencing and seeing the results, said Johnson. It will first begin with the FMWR Customer Service Covenant prominently displayed in all the FMWR facilities.