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County employees to take customer service class
Published Sunday, November 29, 2009
NATCHEZ — Adams County and City of Natchez employees may soon learn to smile with their voices.
At the last board of supervisors meeting, the board voted to make etiquette classes available to all county employees.
The course, offered by Copiah-Lincoln Community College, is a two-hour long session that teaches the art of customer service and how to maintain professionalism in the face of adversity.
Courses will be offered at different times during a week so employees from all offices will be able to attend sessions without putting strain on their offices.
“This is something we can bring to county employees that wouldn’t cost the county anything,” Co-Lin’s Wesson Campus’ Workforce Development Coordinator Angela Berch said.
“We have a great service to offer to business and industries in this area. As you educate and train your workforce, that will make Natchez and Adams County more appealing.”
Mayor Jake Middleton said he agreed with Berch’s reasoning and wants city employees to participate in the program as well.
“I just feel like sometimes the only communication an individual has with the city might be through a phone call,” Middleton said. “I think that it’s important that our staff remember these people who are calling you are paying your salary.”
Middleton said he doesn’t want employees to attend the courses because of anything they’ve done wrong, but because he wants to ensure customer service continues to excel.
“I’ve been up here for almost a year and a half now, and I don’t think I’ve ever gotten a call saying someone at City Hall had been rude,” Middleton said.
Supervisor Mike Lazarus said he had heard reports that county employees had communicated poorly with citizens over the phone.
“I just though this would be something good for our employees to participate in,” Lazarus said. “From time to time, we get complaints.”
Lazarus said the course could also help with tourism in the county.
“We’re supposed to be a tourist destination, and the first person they meet might have something to do with the county,” Lazarus said. “The county is a business and we need to remember that.”
“I think we’ve got good employees, but I think sometimes we just forget to throw in that little smile and hello in there,” Lazarus said.
Co-Lin’s etiquette course is not only being offered to the county and city, but is also available to local businesses as well.
Chamber of Commerce President CEO Debbie Hudson said she had been getting the word out about the course to Natchez businesses.
“What we’re doing is letting businesses, small or large, know what is available to them in work force training for free,” Hudson said.
The chamber will host an informational meeting at 8:30 p.m. Tuesday, Dec. 8 at the Hampton Inn Suites for businesses to come ask questions about the course and see if it’s what they are looking for in terms of work training.
“We’re partnering with them to make sure the business community is aware of the things Co-Lin has for them for free,” Hudson said.
No definite starting date has been set for courses to begin, but communication between the county, city, the chamber and Co-Lin is ongoing.
Comments
Posted by knowsthefacts (anonymous) on November 29, 2009 at 12:31 a.m. (Suggest removal)
Inlast Sunday's paper there was an article that the Isle of Capri had won a Customer Service Award, maybe the county should take a look at how the Isle does it. I am sure that those guys did not have to go into a 2 hour class to learn how to be courteous, whether in person or on the phone. I have personally spoken to several of their team members on the phone and in person, and I can say that they strive to go over and beyond to make sure a the players are happy, but as the old saying goes, you cannot please everybody. Hold the ones that the complaints are on accountable and that should set an example.
Posted by crazyworld (anonymous) on November 29, 2009 at 4:45 a.m. (Suggest removal)
It's pretty awful that employees need to be sent to class to learn how to be nice. Hope law enforcement takes the class too. Every time I see a cop with a taser gun, I see a cop that has zero skills in patience, negotiation, or ability to talk a situation into a different outcome.
Posted by pbnj (anonymous) on November 29, 2009 at 5:18 a.m. (Suggest removal)
If they could just smile it would be nice. They don't need a class for that. I think there was a device in one of the SAW movies that would help them smile.
Posted by gottabehappy (anonymous) on November 29, 2009 at 7:14 a.m. (Suggest removal)
Take a lesson from that man in the Joseph A Bank commercial (men's clothing store)....you can "hear" the smile in that man's voice.
Posted by 1redneck (anonymous) on November 29, 2009 at 7:35 a.m. (Suggest removal)
I hope the justice court falls under this . It's ridiculous how rude some of those window workers are . I had a very bad encounter with a worker there . Make them treat the public with respect . They act like everyone who comes down there is a criminal . This will probably be super hard for some of them since their faces is basically a pasted on upside/down smile anyway . Treating people nice is just common courtesy , it goes with these jobs . The mean ones don't need to be out front meeting the public anyway . Just find another job if you have a problem with smiling and being courteous to the public and not just to your friends or family . Whoever came up with this did a good thing . No one deserves to have their day ruined by a mean front window worker . Too bad they can't force this proper customer etiquette on Walmart/Natchez employees .
Posted by itsmemame (anonymous) on November 29, 2009 at 7:43 a.m. (Suggest removal)
When are Wal-Mart employees going to be taking the class? They need to go to the Natchez Market #1 and take lessons from the folks over there. They know and PRACTICE customer service skills every day.
Posted by southernwoman (anonymous) on November 29, 2009 at 7:44 a.m. (Suggest removal)
I think some of the posters here need to go to a class to learn to encourage positive actions and programs.
Are you afraid you won't have anything to moan about?
Posted by Sailaway2 (anonymous) on November 29, 2009 at 8:21 a.m. (Suggest removal)
I agree with redneck....the justice court workers need a lesson in people skills. The words "Sir" and "Mamm" have
been forgotten. Finally, there is a lot of attitude, in the last 6 months if you need anything from justice court you get
"What do you want?" instead of "How may I help you?" Supervisors they work for you...clean up the mess!!
Posted by ladybuggs (anonymous) on November 29, 2009 at 8:59 a.m. (Suggest removal)
Please, Please, Please go and get the afro-american workers from natchez water works the manager first -mrs.ona They treat customers the worst. And dont forget AJFC m.minor and l.kelly they treat workers workers worst than slaves .
Posted by molove (anonymous) on November 29, 2009 at 10:06 a.m. (Suggest removal)
They could seen them to Walgreens on the North side of town those employees has great customer service.
Posted by molove (anonymous) on November 29, 2009 at 10:08 a.m. (Suggest removal)
that should be send
Posted by natashakubelikov (anonymous) on November 29, 2009 at 10:10 a.m. (Suggest removal)
Natchez Walmart needs that schooling awful bad. It,s the sorriest Walmart i,ve ever been in.
Posted by natashakubelikov (anonymous) on November 29, 2009 at 10:11 a.m. (Suggest removal)
All they have to do is go to Walgreens.
Posted by destiny (anonymous) on November 29, 2009 at 10:49 a.m. (Suggest removal)
Ditto about Natchez Mkt #1, and #2 N Ntz and Walgreens. I'll add Only a Buck to that list. Went in yesterday to get some decorations and the cashier was so very nice, she just gushed all over herself being nice while she checked me out.
This courtesy should be started early in a childs life at home.They are not taught at home to use manners or show respect, not even to their family members.
Posted by pbnj (anonymous) on November 29, 2009 at 11:16 a.m. (Suggest removal)
you can't teach someone these things. These women know how to smile and be nice, they just choose not to cause obviously it is not required.
Posted by dave07deuce07 (anonymous) on November 29, 2009 at 11:38 a.m. (Suggest removal)
A STEPT IN THE RIGHT DIRECTION FOR OUR BEAUTIFUL CITY ; ALTHO OVER DUE ; IT'S GOT TO BE MANDATORY IN ORDER TO BE AFFECTED .
Posted by brock (anonymous) on November 29, 2009 at 11:56 a.m. (Suggest removal)
I would rather pay full price at any of the Natchez Market stores and know that my business is appreciated there . I don't know who manages those stores but they do an excellent job on the customer service end . I quit spending my money at establishments that have rude employees . These people can hurt your business if they aren't checked . Customers will simply go elsewhere and spend their hard earned cash .
Posted by juju (anonymous) on November 29, 2009 at 12:15 p.m. (Suggest removal)
Good idea! Even in San Antonio Riverwalk area, if workers of ALL stores and restaurants are busing or waiting a table , or anything outside when a tour boat passes, they are required to stop and waive. Do you think that would happen in Natchez when a carriage passes? No way!
Posted by Hardcorps (anonymous) on November 29, 2009 at 12:23 p.m. (Suggest removal)
I am retired from a company that yelled CUSTOMER FIRST at the top of their lungs. It was a public service company. We employees always treated people with the respect they deserved.
The problem was the company preached this but implemented policies and procedures that constantly put money first and the customer and employees last. I never saw a supervisor above the first pay grade who gave a good poop about employees or customers.
So this boils down to the BoA , the BoS, and all the "leaders" in the city should practice this before making rhetoric about their employees being halfway human to people. Just because you folks got elected and walk around with your butt on your shoulders doesn't meant that you can't get unelected. Got it???
Posted by Continental_Line (anonymous) on November 29, 2009 at 3:22 p.m. (Suggest removal)
How much are we paying for this nonsense ? Copiah - Lincoln is the winner in this goofy endeavor.
Does anyone truly believe that a 2 hour "etiquette course" at Co-Lin is going to make friendlier city/county employees ?
This historic village amazes me every day.
Posted by troypage (anonymous) on November 29, 2009 at 4:41 p.m. (Suggest removal)
Some of the people working those jobs definitely don't fit the personality types for them . Grumpy,grouchy or mean people should not hold these positions . Put them in the background and replace them with friendlier individuals . If you don't like your job don't take it out on the customers . Some customers will bite back and it will serve these perpetrators right !
Posted by citywatcher (anonymous) on November 29, 2009 at 6:37 p.m. (Suggest removal)
Perhaps some, I hasten to add not all, of our Visitor Center staff would benefit from this training. We Natchezians will spend our cash somewhere in the town, but if a tourist isn't given the works his dollars go elsewhere.
Posted by DeanWormer (anonymous) on November 29, 2009 at 10:17 p.m. (Suggest removal)
Natchez Water Works ladies are very rude and seem to always be in a bad mood. Can't someone find friendlier people at the window?????
Posted by jvl401969 (anonymous) on November 30, 2009 at 7:24 a.m. (Suggest removal)
The women at the tax office are the most rude and angry people in the county. I hope they are taking this class, although I doubt it helps. I have never ever experienced a tax office where the staff were ruder and harder to deal with and I have lived in 14 towns across the country.
Posted by frostyw47 (anonymous) on November 30, 2009 at 7:45 a.m. (Suggest removal)
The next time someone gets rude with you, simply say I bet you have a beautiful smile or it can't be that bad can it. Most of the time you can get a smile from them.
Posted by treeclimber (anonymous) on November 30, 2009 at 8:29 a.m. (Suggest removal)
jvl401969, you are SO right about the tax collector's office. I was hoping that Peter Buttross was going to fire everybody when he went into office but he kept all of those rude and angry women. I think he's scared of them. The past six months at Justice Court have been horrible. Those women are rude and not helpful at all. The Board of Supervisors let the best worker get away from them (Ginny).
Posted by eawprops (anonymous) on November 30, 2009 at 9:01 a.m. (Suggest removal)
As a show of good faith and also because they need it just as much, the mayor and all those in charge in the city need to attend this class. The employees can't be held completely responsible. Instillng good customer service starts with those in charge. For the most part the employees aren't too bad, it's the bosses that suck!
Posted by ProNatchez (anonymous) on November 30, 2009 at 9:05 a.m. (Suggest removal)
Hmmmm. I have always been treated nicely in the Tax Collector's Office. Those ladies have been quite helpful. I don't always know just what I need, and they take the time to show me. It makes me feel a bit better about writing out that check. You must have gotten on their bad side somehow.
Just think how many rude people they have to deal with every day. Most folks hate to pay several hundred dollars for a car tag, and are quick to voice their displeasure about it. I have watched as I stood in line, and wondered why they did not call the police department on some of the people that stand there and abuse them.
Posted by callaspadeaspade (anonymous) on November 30, 2009 at 11:42 a.m. (Suggest removal)
Let's not leave out the ladies at the Health Department, Housing Authority,Child Support and so on. Good help is hard to find these days. I don't know why people get customer service jobs if they have a problem smiling and treating people respectfully. Sometimes it appears that the nicer you try to act towards them, the worse they treat you. In a place like Natchez, where jobs are limited, you would think workers would have a higher regard for their jobs. Instead, it seems as though they get comfortable in knowing that their job is secure and therefore treat everyone else beneath them. It's pretty much all about who you know around here but I'll tell them all one thing: "You know where you're at, but you don't know where you're going".
Posted by jvl401969 (anonymous) on November 30, 2009 at 12:54 p.m. (Suggest removal)
I do not doubt they have a tough job and I understand that sometimes supervisors can be a challenge, but that does not mitigate rude behavior. It doesn't for me, it doesn't for you, and it shouldn't for them.
Posted by freedom42 (anonymous) on November 30, 2009 at 3:37 p.m. (Suggest removal)
GB, you ever think of writing a book or going on tv? You are in a class with Larry the Cable Guy and Jeff Foxworthy! JMO
Posted by thinkaboutit (anonymous) on November 30, 2009 at 4:32 p.m. (Suggest removal)
crazyworld
How often do you personally "see a cop with a taser gun" and know that they have "zero skills in patience, negotiation, or ability to talk a situation into a different outcome"?
Sounds like this is what you think of "cops" with tasers, not what you know. Not to say that it can be abused, but the taser is so no lethal force will be used.
Posted by oldguy (anonymous) on November 30, 2009 at 8:37 p.m. (Suggest removal)
Being in public service myself I must say that there are multiple aspects of the way these people react to customers. Think of the customers they commonly have to deal with, surly attitudes, expectations of "customer is always right" no matter how wrong the customer is and so many of them are wrong. So it is largely an issue of fuel to the fire. The ladies at the tax office have to listen to griping and complaining all day every day from just about every one of us that ventures in there. Not that I am defending their bad attitude as I have had a bad day in there before myself because in a rush to see about a sick family member I had forgotten to bring the little card with the parcel ppin number on it and it was way to much trouble for the person with the computer to exert the effort to look it up, talk about being ticked off.
The attitude of the typical customer these days reminds me of a cartoon I saw years ago, this guy was leaning on the receptionist's desk at the doctor's office and the line was "Well, if you want to get technical I should be ahead of everyone because my appointment was yesterday", if that does not speak to the general attitudes projected by many "customers" these days I don't know what does.
Posted by daytripper (anonymous) on December 10, 2009 at 9:56 p.m. (Suggest removal)
Mvl401969 Look in the mirror. And if you dont like the most patient and most pleasant of our county employees at the tax office move on out of town we don't need you. You have already been 14 other places go back to one of them!!!
Posted by reerod (anonymous) on December 29, 2009 at 12:08 p.m. (Suggest removal)
Oldguy you hit it on the head. True we all can have bad days but my motto is this is the profession that you chose. It takes nothing to smile and greet someone. You'd be amaze at how well your day can go when you calm the customer before the anger starts. but oh well...this I don't care attitude of the workers because they know they want be fired or disciplined. I wouldn't treat them any better either. But isn't that the way. A 2-hour class, maybe it will be like Gilligan's Island, and turn out to be for the long haul. Good luck workers!!!! The class will not help not long enough.
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