\ afm \ Adjudicator's Field Manual - Redacted Public Version \ Chapter 2 Customer Service. \ 2.2 The Role of the Adjudicator in Customer Service: The Moment of Truth.
Previous Document Next Document
2.2 The Role of the Adjudicator in Customer Service: The Moment of Truth.
Adjudications Officers play a critical role in the provision of customer service. Unlike an employee of a private company, you are not trying to sell applicants anything. However, by interviewing applicants to determine whether they have met the requirements for immigration benefits, you provide individual attention to their requests, hopes, and even fears.
Of course, your decisions to approve, continue, or deny a case must always be consistent with the law, regulations, and policy. However, every applicant should receive excellent service, no matter what the outcome of the case.
From an applicant's perspective, you are the face of the
, and the applicant's interaction with you is a "moment of truth." A moment of truth occurs when a customer comes into contact with the organization and forms an impression of its service.
These moments of truth define the customer's perceptions of the organization. "When the customer comes into contact with an employee, . . . or calls on the telephone, or receives something in the mail, or walks into the building, . . . it's a moment of truth."
During a moment of truth the applicant generally knows little about the
as a whole. However, the applicant will form important impressions of the agency overall based on how he or she is treated during that interaction.
While an applicant may have several moments of truth during his or her interaction with
(filling out the application, speaking with an information officer, waiting for an interview), an interview is one of the most significant. With this thought in mind, applicants will form important impressions about the agency and the U.S. Government based on how you communicate and interact with them. By providing excellent service, you can ensure that applicants have positive interactions with the INS that will increase their confidence in
and the Government as a whole.