NYS Wage and Hour "Customer" Service

Have you ever called the local (Syracuse) office of the NYS Department of Labor Wage and Hour Division?

It's about a pleasant experience as going to the dentist for a root canal or tooth extraction. 

You dial the number (315) 428-4057 and get a voice recording that says "You have reached the New York State Department of Labor....." and goes on to give you information and options such as for information on unemployment press 1, human rights press 3, and so on.  Pretty standard stuff for the press this get that systems.  Whoever did the recording sounds bored beyond belief and gives you the impression it was a chore to even speak. 

Although we don't expect the same excited tone you would use if you won the Powerball, couldn't you at least work up some enthusiasm and at least give the caller the impression you were glad they called?  After all, it is our tax dollars that pay your salary and allow you to have that generous benefits package.

When you finally do get a human on the phone, let me rephrase that, someone who is alive, they don't identify themselves and if you ask their name, they begrudgingly give it.  I ask for their name so I can at least try to be personal about the conversation and say their name; they act like I'm doing an inquisition.

So you tell them what you are calling about and sometimes you will get a sigh...like you are bothering them.  When they do finally answer their tone most often gives you the impression that you are stupid and shouldn't even have had to ask what you are asking. 

That aside, try asking them sometime to quote you the law that governs what you are calling about.  Fat chance they will know.  More than once I have called and referenced an Article and section of the Labor Law and they usually have no clue what I am referring to.  Now I don't expect them to know everything, but at least offer to find out.

My point of this blog?  They are not service oriented, and should be.  I think they should take lessons from the local office of the federal department of labor wage and hour division.  Those folks are on the ball; always return your calls or emails and if they don't know the answer, they will find it for you.  They give excellent service. NYS, are you listening????  you should.....

Have a very Merry Christmas and a good start to 2013!