http://disqus.com/by/rudypamintuan/enFri, 21 Aug 2009 13:38:29 -0000http://notwhatyouthink.tumblr.com/post/167489483#comment-15201391<p>My family utilizes the library on a regular basis. It’s wonderful amenity that we appreciate and we always have a positive experience especially with most of the staff. Unfortunately, due to budget cuts, many good people have been let go throughout the City and services have been affected.</p><p>Yesterday, my family had a negative experience at our local library because of one employee who severely lacked customer service skills. In a challenging economy where our City is experiencing over 11% unemployment and City employees are getting laid off, it’s unfortunate that someone with poor customer service skills is still interfacing with children and families at our local library. There are many people who could certainly do a better job, but for some reason his job is safe. I am not asking that he be fired or replaced – only that his role is shifted to an area where he does not interact with the public.</p><p>The library staff does a wonderful job, but it only takes one employee to make everyone look bad. Despite my complaint, which has merit, the employee in question continues to interact with library users. Management should focus on good customer service and if unfortunate cuts have to occur, management should make the decision to cut individuals who do not meet up to average standards -- we as customers and taxpayers expect. With the last rounds of layoffs, it’s unfortunate to believe that good people were let go and an employee with poor skills were left.</p><p>If our experience occurred in the private sector, there would have been a stronger process in addressing the complaint. If the library were in the private sector, this individual would probably not be employed.</p><p>Many Chicagoans aren’t looking for more services as we understand the fiscal difficulties with our City -- we just don’t want bad customer service. We will continue to bring more light to this incident and engage the public so that this incident is not ignored. <br></p>rudypamintuanFri, 21 Aug 2009 13:38:29 -0000