Responding to complaints from the public, Union City Mayor Brian Stack last week sent out a letter to all Union City City Hall employees reminding them to mind their phone manners.
“There have been problems in the past,” admitted Stack in an interview last week. “We’ve heard complaints from members of the public.”
In the letter that Stack sent to his employees, it is stated, in part, “…please make every effort to courteously communicate with those who don’t speak your language. We live in a community of people from all over the world. They are our ‘customers’ and deserve to be treated with respect.”
Stack stated that he had received complaints that English-speaking employees have, in the past, become frustrated with callers who speak only Spanish, which comprises a large percentage of the residents of Union City.
Stack said, “We are here to serve the public. This isn’t a private business.”
Stack was quick to point out that the majority of City Hall employees comport themselves properly on the phone. Said Stack, “Ninety-five percent of our employees do the right thing on the phone, but it’s that 5 percent that I want to do better.”
Union City Spokesperson Gale Kaufman, as the main mouthpiece of City Hall, has a special stake in having all employees use proper telephone techniques – she’s the one who hears directly from the public. Said Kaufman, “I wouldn’t say it’s a huge problem, but it is something that has been noticed. And Brian is a real stickler for this kind of stuff.”
Apparently, most of the problems revolved around residents calling City Hall for assistance. If they reached the wrong department, were either disconnected or transferred to another incorrect department. What Stack is trying to do is to have every City Hall employee be at least functionally aware of what all the other departments do and how that relates to what the caller wants.
“I am not saying that every employee should be an expert in everyone else’s job,” said Stack. “But they should at least be aware enough to be able to transfer the caller to the correct department.”
The letter that was sent to employees asks six sample questions that all employees should be knowledgeable about: “Do you know where residents may obtain a parking permit?”; “Do you know where residents can have their children vaccinated for childhood diseases?”; “Do you what office to send a resident who has questions about their military benefits?”; Do you know where to get a marriage license in City Hall?; “Do you know where a person should go to inquire about a construction permit?”; “Do you know how to transfer a call to another office?”
While it may seem like these questions are elementary in nature, the sheer volume of work that most City Hall employees handle can sometimes make phone calls seem annoying and unnecessary. It is Stack’s belief that every call is important. After all, there is not only a resident on the end of the line, but a person. A person who may be new to the city or even the country.
Said Stack in the letter, “Put yourself in their shoes. How many times have you made a call about personal business and gotten the runaround – had your call transferred back and forth – been told that ‘It’s not my job’? That’s how visitors to City Hall feel when they encounter rude and unprofessional employees.”
Stack’s commitment to seeing his constituents has even ruffled a few feathers in City Hall. “I have gotten complaints about all the people walking around in the building,” said Stack. “Many people want security gates and for the doors to be locked. I’m not going to do that. This is a public building.”
Stack routinely sees 200 to 300 constituents per week.
The Union City Police Department has long had an unwritten rule to be courteous to callers. But according to Union City Police Lt. George Prunez, there have been some changes. “In the past, it’s always been an unwritten thing,” said Prunez. “But I know that when Mayor Stack took office, he sent a memo around reminding the department about phone manners.”
Added Prunez, “When Chief [Charles] Everett came on, he changed the policy slightly. Instead of just saying our ID numbers to the caller, we say our names. It’s more personable. We just want to assist the public in any way possible.”