DMV issues nametags to agency employees

The issuance of employee nametags coincides with the conclusion of the first phase of DMV-mandated customer service training. DMV’s customer service initiatives also include opening agencies on Saturdays, the creation of a new phone center to reduce wait times and expanded online DMV services.

The implementation of these initiatives is dependent on the passage of legislation to improve security and customer service at DMV. “Fix DMV” legislation is currently pending before the state Senate.

“As we move forward in addressing the frightening security breaches at our DMV agencies, we must not lose sight of the years of poor customer service that New Jersey drivers had to endure,” said Jack Lettiere, Acting Commissioner of the NJ Department of Transportation. “By providing customer service training to our employees for the first time in over a decade, we are on our way to becoming more responsive to customer’s needs.”

“Customer service training for DMV employees will be ongoing and continuous,” added DMV Executive Director Diane Legreide.

To improve their customer service skills, employees are led through a series of exercises, including role-playing, to help them grade and improve their performance. Employees are also taught a series of steps to successfully deal with unhappy or frustrated customers.

“The issuance of employee nametags may seem insignificant, but it is an essential part in improving customer service,” Legreide said. “Employees in the service industry should wear nametags. Knowing someone’s name often breaks down the barrier between people.”