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| - On 06-19-17 I entered the DMV to renew my drivers license. We all recognize the DMV is no paradise island. However, metaphorically speaking why set fire to a twister. A disaster is a disaster.
That being said, here is what happened to me at the DMV. So, l'm waiting in line and I finally get to the information booth. I explained to the clerk what I was there for. Then she asked, "do you have your birth certificate?" I replied, "no." She replied, "you cannot get the Real ID then." She didn't explain much of anything else after that. She handed me a clipboard with papers to fill out. She took my phone number and told me to wait on the other side.
I started filling out the paperwork and I noticed this sheet buried in the back. The clerk did not mention this sheet. This sheet had pertinent information about how to obtain the Real ID. At a glance, I discovered that I could use my passport in lieu of a birth certificate. That is when I went back up to the counter. I asked, "can I use my passport for the Real ID?" Same clerk replied, "yes!" I said, "Great! Do I need anything else?" "No", she answered!
Of course, I didn't have my passport with me. Nevertheless, my wonderful better half went on a wild goose chase to find my birth certificate; until I told her all I needed was my passport. Now, I must mention my wife bearer witness to this whole ordeal at the DMV. That's why she departed on a wild goose chase in the first place. The security guard would not allow her back in because it was 5 minutes pass closing. He did allow her to give me the passport through the door.
Ninety plus minutes later my number is called. I go over to the DMV specialist and she said: "I need your drivers license, passport, and social security card." I told her that I did not have my SS card. She replied, "well you can't get a Real ID without it." I explained to her what happened and she said, "I'll get my manager."
Eventually, the manager came over. First thing that he said, "did you read the paperwork?" I recognized that was a trained response that he used often. At this point, I explained what happen from A to Z. He said, "this is your story," with a condescending under tone to his voice. I asked him what did he mean by that. He said, "I don't know about that." That is not an appropriate line to use in customer service. That is a complete implication that someone is lying.
I said, " my wife is waiting outside for me, and I called her to tell her that I needed a social security card." He said, "I'll give her 15 minutes." I asked for a 10 minute cushion. I explained we do not live close. Then he replied, "I don't have to give you that!"
I politely said, " this is not a problem I created." Still, the manager failed to realize that. After I told him that, he replied" I'm taking away your 15 minutes, since you wanna push the issue."
To add insult to injury, he implied that I lied by saying this is your story. He talked over me and would not take heed. He walked off without offering me any solution, and he was apparently frustrated.
In conclusion, empathy is not a lost art form. However, when your ego is leading you; empathy is the last thing you consider. People who can tap into their humanity and empathy should be over customer service.
Hopefully, this does not happen to anyone else. I did file a complaint with his manager. Stay tuned.
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