Years ago I worked for the telephone company - before it was split into many pieces- it was all AT&T and because there was no where else for a customer to go, we had more regulations on customer service than most private companies have today.
We always had to greet the customer, listen to them and show empathy no matter what the problem. If someone said that their dog chewed up the phone bill and we knew it was an excuse not to pay we still had to show empathy and put the customer at ease.
I think the DMV is one of the worst for customer service- I live in PA and the people I have come in contact with have been rude, hurried and seem not to care..not sure if they don't get paid well, their managers don't treat them as customers shoud be treated or what.....maybe that is the place to start...maybe if the employees feel special and treated fairly they will have an easier time responding that way to their customers.
Smile, listen and treat each customer as if it is your only customer that day...because to the customer that is the reality.
Look forward to your posts. Have a great day. | 
