Sept. 7, 2007
BZ: My daughter was in dire need of an ID card to process her visa at Japanese immigration off base, and the CAC scheduler was full for the next 20 days. She went to the customer service counter and was met by a lady at the ID Card Office who told her that they do not entertain walk-in’s, even for her case, and that the only way to get her an ID was through the scheduler. Not understanding the policy, my daughter was distraught with the customer service and waited. Ms. Chi Santos of the same office saw her and asked my daughter what the problem was. Ms. Santos told my daughter that if she could wait, that she would take care of her request. It was no more than 30 minutes and Ms. Santos processed the new ID card for my daughter. I am glad that my daughter was able to experience the difference of the staff’s attitude towards customer service ranging from a poor one to an impressive one. If it were not for Ms. Santos’ assistance and service, the service of the other lady would have left a distasteful impression of PSD customer service flexibility. Thanks to Ms. Santos commitment to excellent customer service, my daughter was able to get her visa processed at the immigration office in time for her departure. Ms. Santos’ customer service did not single out who she served. We are all here to serve a mission and it was nice to know that someone in her capacity made a difference even to our dependents.