County Agency Gives Excellent Service – Montgomery County MD 311 System

  I just had a wonderfully satisfying experience calling a county agency for large-item recycling pickup service! From the time a live person answered the phone (after only three rings), until the time I hung up after exchanging a light moment with a second person (who actually laughed at my wry humor), I felt listened to, respected, cared about, and service-honored. What a way to start a Monday morning.

Montgomery County MD, the county in which I live, initiated a "311" call service this year. I did not realize that the telephone number I was calling – a number I had on my kitchen bulletin board since the last time I called "the county" months ago – was the new 311 service. On the third telephone ring, a live person answered stating that it was the 311 service. He cheerfully asked what he could do to help me. I told him the reason for my call. He pleasantly informed me that he would take my pertinent information and then transfer me – and my information – to the appropriate department for scheduling. What a change from the usual give-me-your-information request, then transferring to another call-taker who requests the same information again before proceeding.

This gentleman took my address and items-to-pick-up information, then transferred me – without losing the call! – to the pickup scheduling person. Before he transferred me he actually stayed on the line a second or two which allowed me to ask him a question about the service. Usually, while the person is saying he will transfer me he is pushing the button to do so, thereby never allowing another question to be asked.

The scheduler picked up the line almost immediately. I did not have to wait for an annoying Muzak-type background or a commercial about the county's other services. She gave me my schedule date and asked me if that would work for me. OMG!! Checking to see if her schedule met my schedule. What a concept. When I assured her the schedule was good, she gave me a service ID number. She actually asked me if I had a pen and paper available to write it down and did not get huffy when I asked her to hold on for a moment while I retrieved said items. She spoke clearly and slowly to make sure I wrote the number correctly.

I then engaged her in a short back-and-forth intended to be light and make her laugh, and she actually laughed. She thanked me for calling, hoped that she was of service to me, and bade me a good day. I hung up the phone in a great mood and with a renewed sense of confidence in the people for whom my tax dollars cover their salaries.

Positive customer service from two government agency employees…what a wonderful experience! As it should be, yet we all know otherwise.