Employees need customer service training
by Nick Nance, managing editor

    Some staff and faculty members at TCC seem to have lost concern for the educational process.

   When calling a department in the school, we sometimes get someone on the other end of the phone who puts his shoes on backwards.
We get the typical response, “We don’t handle that; call someone else.”
   Only when displeasure is expressed to the next person in line will the situation get addressed.

   Sometimes we even get forwarded to so many people we forget why we called in the first place. This occurrence is beyond frustrating.

   Now, we must ask ourselves, why does this occur?

   The answer is really much simpler than we think. The people we reach don’t care.

   Next, we must ask why they no longer care. It’s a problem of motivation.

   They know that regardless of their actions they will still get paid.

   So where is the motivation in that? There is none.

   The problem is we are not challenged enough anymore. This is partly because of corporate America and the “give me, give me” attitude of the majority of middle-class Americans in our society.

   This idea develops the “I don’t care” attitude. We all have faced it when we call various offices in the TCC district. Again, this is a motivational issue.

   This problem is not restricted to just telephone calls. Instructors have been known to spread the same “I don’t care” attitude in their classes. Neither issue should be tolerated.

   The motivation for people in these positions should be their paycheck. However, we do allow complacency to overtake job performance, and that leads to burnout and moral issues.

   Something can be done. We need to up the consequences. We need to start making those in influential roles on campus more accountable for their actions.

   Influential roles include those employees (staff, administration, faculty) who have contact with students, for those contacts can be life altering.

   We live in a customer service society, and TCC is serving customers. Punishment for violations of customer service must be more severe.

   These punishable violations should include forwarding a telephone call to the black hole, singling out a student to embarrass in class or not being sympathetic to the situation.

   College is where people go to learn. Therefore, those who attend TCC don’t want to be given the run-around they sometimes get.

   No employee of TCC would receive a salary without the students. We must see an increase in motivation for TCC to further succeed.

   Some employees are stuck in a rut at TCC. If those people cannot or will not change their ways, we must see to it they no longer are at TCC.

   We must encourage TCC to increase employee motivation to succeed.
   If the employees don’t care, why should students?