North Central Thousand Oaks

311--San Antonio CUSTOMER SERVICE

Customer Service--San Antonio Style

By Lyal Gordon

Let me share with you a remarkable customer service operation. I have long felt that customer service was dead. In today’s world when you call a customer service center or a computer technical support center, the first step is “press 1 for English, press 2 for Spanish, press 3 for Joisey (apologies to you Garden Staters), press 4 etc., etc., etc. Then you wade through many electronic menus just hoping your problem matches one of the menu items (and often it doesn’t). Eventually, you may (just may) be connected with a live human being (who may be in East Overshoe or some other foreign country, but that is today’s business). This is FRUSTRATING!

OK, so where is this wonderful customer service center mentioned above? It’s as close as your nearest telephone. If and when you have a problem with city services, call 311 or (207-6000). The first surprise is a real live person answers the phone--24/7--and not only answers the phone but genuinely wants to help you. You are the customer and the City Customer Center has a “Customer First” philosophy that promises to deliver exceptional service citizens can trust. Call 311 for any non-emergency issue or problem you have--Public Works, Environmental Services, Code Compliance, SAPD, et al. You can also report your concern or problem via the Internet. Log on to www.sanantonio.gov/customer/ and go from there. I think you will be pleasantly surprised with the response.

On early morning walks, I occasionally find a street light that is out. I know it is a CPS Energy issue but can never find their customer number. Consequently, I call 311. The representative told me that was a CPS issue and she would connect me with their customer service office right away. What I expected to hear was “that isn’t a city problem--have a nice day,” followed by a click. What I got was exceptional service and a problem solved. What a great city we live in!!!!