Seriously? This Is What You Call Customer Service?

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I recently had to call the Pennsylvania Department of Transportation to inquire about hours of operation for the nearest facility to my home in order to renew/update my driver’s license information and photo.

I think I finally understand my parents and grandparents better, thinking back to the many times they have lamented a great decline in quality customer service in America. Allow me to share the recent telephone exchange I had with a PennDot service rep. (Allow me, also, to use this forum to let PennDot know they need to step up their game.)

Here’s how it all went down:

PennDot: Hello, my name is ***, how may I help you?
Me: Hi, I’d like the Wednesday hours of operation for your office at *** in *** PA, please.
PennDot: Can I have your zip code?
Me: My personal zip code…where my home residence is?
PennDot: Yes
Me: I’m sorry, but what does that have to do with the hours of operation at the *** office?
PennDot: You’re going to the one near you, right? I need the zip code to tell you which one is closest to you.
Me: I’m sorry. You don’t seem to be understanding my question. I already know the closest facility to me. It is not within my own zip code. In fact, it is approximately 45 minutes away. I have already given you the street address for the facility I am going to on Wednesday. I just need the hours of operation.
PennDot: Well, do you know the zip code there?
Me: Yikes. Well, hold the line a moment, and I’ll look it up for you online.
Me again: It is *******
PennDot: What are you going there for?
Me: I’m sorry. What does that have to do with hours of operation?
PennDot: Are you getting your photo re-taken?
Me: Yes
PennDot: They are open on Wednesday, Friday and Saturday.
PennDot: 8:30 -4:15
Me: THANK YOU ::hangs up phone, takes major cleansing breath and hopes the actual visit to the license center is not as bad as the phone call::

There’s a happy ending to this story. My in-person experience at said licensing center was fabulous! The representative there was courteous, on-task and swift in moving me through the process. I was in and out in no time and enjoyed delightful small talk with her while we waited for my license to print. That said, PennDot headquarters really needs to step-up its phone game!


Writer Bio

Judy DudichJudy Dudich resides in the beautiful woods of Pennsylvania, where 24 acres of land and a home-office provide the perfect setting for her children’s home-education and her own homesteading and business ventures. Life is full of blessings (and challenges!) for Judy, as a wife, mother of 10 and Grammy to six. She is a published author, whose book, “I Surrender/A Study Guide for Women” continues to encourage and support others in Christian family lifestyles throughout the world. Judy has also previously worked in the online speaking circuit. Her passion for permaculture, re-purposing, foraging and organic gardening fills her days with learning and adventure that she loves to share.

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