Christie To NJ Drivers: Changes Coming At The MVC
by KYW's David Madden
LAWRENCEVILLE, NJ (CBS) -- Governor Chris Christie has ordered some major changes at the New Jersey Motor Vehicle Commission.
The plan is to improve customer service.
After personally addressing a customer complaint about service at a North Jersey MVC office earlier this month, Christie announced that every agency employee from the Commissioner on down will be newly trained within the next year on how to handle people better.
Right now, customer service training is only mandated for new hires.
"Our new proposal will require that all MVC employees attend customer service training annually at a minimum," the Governor told reporters at an MVC facility in Lawrenceville. "Additional, targeted customer service training will be ongoing and conducted once per month with MVC's front line staff."
As for what will be addressed during those training sessions, Christie said they'll be focused on "customer service fundamentals. Proper phone etiquette. Calling back customers in a reasonable amount of time, at most within one business day and making sure that people are attending to that."
Commissioner Ray Martinez has also been instructed to begin a complete agency review to see if other improvements can be made.
At the same time, Christie insists the MVC is doing a good job day to day, for the most part, but there's always room for improvement.