Stern Imposes Corporate Model on Union; Sets Up Call Centers to Handle Grievances

[pnorman]

By Harry Kelber

Andy Stern, president of the Service Employees International Union (SEIU), has taken another major step to transform his union into the likeness of an American corporation. At his bidding, the delegates at SEIU’s convention in Puerto Rico will vote for “call centers” that will function like the customer service agency of any large-scale corporation.

Thus, if members have complaints about violations of the union contract or problems about pensions, overtime pay or discrimination, they will no longer be able to take up their grievances with their union representative or local officials. They will have to get in touch with a call center, where they will receive “expert” responses to whatever workplace problem is worrying them. Here is how the new procedure will work out in practice:

Let’s take the case of, say, Debbie Johnson, a clerical worker at a hospital, who has been told she will be laid off by the end of the month, with no reason given. She can no longer get advice and support from her local union representative, but is told to contact the call center, where she will get the necessary assistance. She phones the center and hears a voice saying: “All of our staff are currently busy servicing other union members. Please hold or e-mail us your complaints.”

After 20 minutes, a voice says, “I‘m Betty. How can I help you?” Debbie explains her complaint. The voice says: “I’ll refer your problem to the person who may provide you with the help you need. Please give us your name, e-mail address and phone number where you can be reached.” Poor, frustrated Debbie.

Indeed, it’s ridiculous to assume that staff people at the call centers would be able to give sensible answers by remote diagnosis of complaints from thousands of union members, covering a myriad of situations and problems. By substituting remote-controlled call centers for live, knowledgeable union representatives, Stern and his loyal associates hope to discourage members from complaining. Moreover, they will be able to keep track of the number and quality of the complaints and use the information to their advantage.

Stern Seeks to Stifle and Punish All Critics of His Policies
(Read on)
*
*
*

http://www.laboreducator.org/corpmodel.htm

[Gman]

1. I wonder if the "customer" rep will have a thick New Delhi accent

and his name is Bob?

I think Stern walks a real fine line to keep from getting slapped with failure to represent charges.

[Stellen]

2. That's horrible. I can relate after a bad experience with

the recent full phone automation, and elimination of their customer service department at major department store (hardly as bad as above, but an example). We had several problems with an order and the subsequent delivery, each resulting in wasting gas in 8 mile round trips to the store. Each and every issue could have been handled with a two-minute phone call. Maybe the store is hoping to cut down on "unimportant" calls from the "ordinary" people who keep their doors open, but what they're going to do is run themselves out of business. In any case, we've made our last trip ever to that store.

I hope the members of the union will organize a new one. Unions that dismiss their members and corporations that dismiss consumers become useless. As corporations go out of business, Mom and Pop operations can make a comeback.