NASHVILLE — Employees at Chattanooga’s Bonny Oaks driver license station underwent a crash course in customer relations and a change in top management after persistent complaints about rudeness, Tennessee Department of Safety Commissioner David Mitchell revealed Wednesday.
Among other problems, one state employee repeatedly referred to an American Indian customer as “chief,” officials said.
The department’s moves came to light after Rep. Gerald McCormick, R-Chattanooga, ripped top safety department officials over problems at the Bonny Oaks station during a meeting of the General Assembly’s Fiscal Review Committee.
The watchdog panel was looking at a recent comptroller’s performance audit that found, among other problems, the Department of Safety’s Driver License Issuance Division has yet to fully address lengthy waits for service outlined in 1997 and 2004 audits.
Staff Photo by John Rawlston
A Tennessee Department of Safety Driver Testing Center is located on Bonny Oaks Drive in Chattanooga.
That’s not the only issue, Rep. McCormick said, citing the Bonny Oaks station.
“I got a call from a guy who was Native American and some guy in there was calling him ‘chief’ in front of a crowd of people,” Rep. McCormick said. “And it humiliated him, and it embarrassed him. And that was the attitude we had in this area.”
“We don’t tolerate that type of activity,” Commissioner Mitchell said in an interview after the meeting. “That person was disciplined. We had some issues at that particular station. We’ve addressed those issues ... I’m pretty sure we put a new branch manager in.”
A Department of Safety spokeswoman said another branch manager was named to Bonny Oaks but was unable to say Wednesday evening when the change had occurred.
Commissioner Mitchell also noted that “we’ve had with all the employees ... a training program where the highest priority is customer service. And rudeness, there’s just zero tolerance for that.”
Rep. McCormick cited another complaint from a businessman irate over waiting all day with his daughter to get her license. Rep. McCormick said when his own daughter wanted to get a license, she said friends told her “don’t go to Bonny Oaks. The people treat you like a criminal when you walk in. It’s embarrassing. It’s scary.”
Rep. McCormick said he and his daughter went to Cleveland, Tenn., and had a “positive” experience. But he also described a later situation in which it took the family much of the day at the Bonny Oaks station to deal with another license issue involving his daughter.
“The people there were not friendly. They were not helpful,” Rep. McCormick said, noting that he did not tell workers he was a lawmaker but he believes they figured it out later.
The manager at Bonny Oaks later called him and asked who the employees involved had been, Rep. McCormick said. He said he visited the state’s recently opened license station in Red Bank and saw no problems.
“This one in Bonny Oaks, there are employees that need to be gotten rid of is what needs to happen — or else get their attitudes changed,” Rep. McCormick said.
Commissioner Mitchell replied that, “I’m not going to talk out of school this morning, but we take very corrective action with employees like that. Since you brought it up, we did address that issue. I am aware of the one issue with the Native American.”
He questioned when the last time Rep. McCormick was at the Bonny Oaks station. Rep. McCormick said it was within the last year, probably four to six months ago.
“I think you’ll be pleased with some of the changes we’ve made down there,” Commissioner Mitchell said.
