LTE: We can and should do better

I am writing to express my deep concern about the ongoing systemic issues in customer service that I have witnessed in our city. As a resident, I have seen firsthand how frustrating and sometimes outright discriminatory it can be to interact with certain city departments and employees.

I believe that it’s time for our city administration to take a hard look at these issues and to start investigating the root causes of these problems. It’s not enough to simply apologize for poor customer service or to offer training to employees. We need to do better as a community, and that starts with acknowledging that there is a problem.

There have been numerous reports of city employees being dismissive, unhelpful, or even hostile towards residents who are seeking assistance or information. This is unacceptable and goes against the principles of good governance and public service.

I believe that our city administration should conduct a comprehensive review of customer service policies, along with the employee Code of Conduct and review practices across all departments. This review should include input from community members, particularly those who have experienced poor customer service firsthand. There should be an outside consultant hired to perform these internal investigations.

Additionally, the city should invest in training programs for employees that focus on empathy, cultural sensitivity, and effective communication. This will not only improve customer service but also create a more positive work environment for employees.

Ultimately, it’s up to all of us as a community to prioritize good customer service and to hold our city government accountable for providing it. We need to create a culture of respect and mutual support that values the contributions of all members of our community.

Kelly Bergeron
Cornwall