. >> the worst customer service i have dealt with this side of mom buy. >> reporter: buddy johnson san francisco is no fan either. he says when he tried to get a refund for a ride he never took, he got the run around. >> they said they're not going to help me. >> i apologize this happened. >> reporter: john says clipper has at least 30 customer service reps at its offices in concord. most of them recent hires. >> we have a lot of new staff that aren't experienced in all of the ins and outs of customer service. it's not too complicated but it is complicated and it's a function of so many different agencies and transfer fare policies and all have to work together. it's an interlocking puzzle. >> reporter: and they're not done. officials plan to integrate more bay area transportation systems into the clipper card system soon. so like it or not, the clipper card, glitches and all, is here to stay. >> that's why they call it the clipper card. because i got clipped for $5.20. >> transportation officials insist that most users are happy with the clipper system. clipper used to be known as the

the real focus on retail is customer service. we have a number programs that are focused on basic job readiness skills. it is a lot of what you need in retail. is the basic stuff for entry- level jobs, team building, customer service, showing up on time, all of those kinds of things. depending on the kind of retail that winds up as part of this mix, we have learned with lowe's that those companies come in with a set of training that is specific for there's stores -- their stores. they've come in trained us on their retail model. i imagine is this project goes forward in the retail opportunities become more apparent, there will be a lot of that as well. we will work in partnership with them to get specific on what you need to do to work in loowe's, the hotel industry or that kind of thing. supervisor maxwell: what about city college? >> city college is our hard skills training for all of the academies that we run. the cbo's play a role in the case management, of reach, and assessment. city college plays a role in the cards go the

combine them into a cultuue of diggity and respect, have a carrier ttat will have a wonderful customer service. . this airline used to be good. what happened to it? >> we appreciate the competitive opportunity that you have advised us of. we appreciate the offer of your services. >> this one individual -- pretty soon, the entirr first-class section was saying, it hass -- got some lousy. that company hasssomething to worry about. thank you. >> the chair thanks the general in from michigan. thank you for your testimony today before the subcommittee. with that, we will dismiss this panel and ask the nexx panel to come forward. thank you. >> the chairman asks are witnesses to be seated. i will begin to do the introduutions for this panee. capt. on wednesday more arrests morris, patricia frienn, robert roach, jr., albert fore,3 william magee, david strein. ladies and gentlemen, as you statement on the record. we ask that you summarize your testimony in a five minute period it. that will allow both myself and other members to ask questions. wendy morris. >> good morning. i am chairman of the executi

. >> the worst customer service i have dealt with this side of mumbai. >> reporter: buddy johnson of san francisco is no fan, either. he says when he tried to get' refund or a ride he never took, he got the runaround. >> they said they are not going to help me. >> i apologize that this happened. >> reporter: john goodwin says clipper has at least 30 customer service reps at its offices in concord. most of them recent hires. >> we have a lot of new staff that aren't experienced in all of the ins and outs of customer service. it's somewhat complicated and a function of so many different agencies, so many difference transfer fare policies and all of them have to work together. it's an interlocking puzzle. >> reporter: and they're not done. official say they plan to integrate more bay area transportation systems into the clipper card system soon. so like it or not, the clipper card glitches and all is here to stay. >> that's why they call it the clipper guard because i got clipped for $5 .20. >> transportation officials insist that most users are happy with the clipper system. clipper us

and it will be presented by the director of the city's 311 customer service center. nancy, please come to the podium. let's give her a round of applause. [applause] >> this year the award goes to delore yes joycey reyes. she worked in her family's business. she is the owner of her business. many of you have been there. she worked in her family's restaurant business throughout her childhood and continues her family's tradition of serving authentic mexican food. but josie is not just a business owner. she has been committed to support the community. josie has been a provider for the community by helping inner city schools, nonprofits and helping candidates for public office with fundraising goals while keeping the neighborhood's well-being in mind. josie is very well known in the community as someone you can count on to help in any way. let's give her a well-deserved round of applause. josie reyes. [applause] >> the director of 311 service center is also going to give the award for community. this award is also a very, very well known and very well-liked woman in the l

an accomplishment that improves procedures, saves time and money, improves customer service is heroic provides a model for consistent work. shows leadership these are the criteria we use. i would like to introduce our first recreation professional. allen started in 1996 as a recreation director. she was promoted quite well within our organization. she was the back bone of the athletics division. she is currently at the richmond recreation center where she provides primary programming for classes. in fact, her family our tree classes were so long -- so popular that additional sections had to be added. news tensions have been made out of boxes and other items to make binoculars and other instruments. helen is renowned as an exemplary team player who is always helpful and resource will. these other reasons why she was selected. the group award is being awarded to our nursery staff. george began his career in 2007. his company has continued the tradition of providing quality plans for the entire recreation and parks department. the nurturing provides excellent plant materials for the enti

happy their customers are with their coverage which contradicts the necessity requirement for this application. you will see the documents regarding the t-mobile plan to upgrade their service, not for necessity but to try and get customers to improve their marketshare, to get customers from other companies and once again, that is not necessity. that contradicts the requirement, one of the requirements before the permit can be granted. i would encourage you to deny the permit for that and all of these other stated reasons. thank you. >> thank you. >> i live at 2010 chestnut street. i would like to point out some of the problems and tensions that t-mobile's proposed facility will create among the tenants. landlord and property owners in the neighborhood -- wow. i would like to point out the problems that t-mobile's proposed wireless facility will create in the neighborhood should you approve an accessry use permit here today. first, some tenants in the subject building who oppose it already feel uncomfortable about raising their objections to their landlord. while tenants usually enjoy strong protections of their rights they don't want to participate in behavioral for fear o

. >> auto return has significant improvements in terms of their customer service center, their dispatch center and within the contract itself, we took the opportunity to really clean up the current operation needs response times and things of that nature so the contract is very good. supervisor avalos: very good. let's have public comment separately on this, on auto return. seeing no one coming forward, we'll close public comment on auto return motion by spfers elsbernd, take is with no rejection. madam clerk, if you can call item number seven. >> item number seven, resolution approving the memorandum of understanding with the metropolitan transportation commission and other bay area transit agencies for the future operation and maintenance of the clipper program. >> good afternoon, chair avalos, members of the board. diane hammonds, sfmta finance. this is a memorandum of understanding between the transportation commission and the southern current participating era transit agencies in the clipper program. clipper as you are aware now is the new name for the trans link program which is a

concealing a considerable amount of merchandise among the goods with toys for told as an inference the customs service brought the businessmen up on charges of smuggling upon further investigation questions also arose about the quality of the goods. an expert confirmed that the smuggled toys were not cheap fakes but also hazardous to the house of the children for whom they were intended. to give the toys weapons don't conform to standards. i mean them all powerful than the lorillard rattles the babies fail to meet smell stuff and children's pianos don't meet regulations and sound like many toys have jagged edges all splinters and unacceptable. to posses counterfeit goods off as legal the businessman tried a well known scheme a contract for a small batch of certified quality toys is signed with an official dealing directly with the produce. next to the bulk of the merchandise consisting of cheap fakes is purchased on the black market. very rich. given. the counterfeit drugs found in a normal batch and in this case the russia health inspector it publishes details on its website to help people. in russia

management practices, act as the storage meeting agency performance standard implement her of customer service plans. under this amendment i will shortly move that the comptroller continue to provide technical assistance to the mta, receive and investigate whistleblower complaints, and conduct consumer satisfaction surveys. the amendment also recognizes that the mta board of directors, the mayor, the board of supervisors, and the comptroller's office itself may, at some time, at any time, i request that the comptroller's office conduct an additional audit or review. the way that i see it, you have two offices. the inspector general and the comptroller's office would have concurrent jurisdiction over a number of items. it does not take away the authority of the comptroller, but it does provide the independent authority to the inspector general. so, the language that i am proposing in hereby make a motion to, it adds review of the mta to the comptroller, determining whether or not it is necessary for the office to conduct review. with respect to funding, if the increased set aside goes into effe

the goal is to improve customer service and make the san francisco police department more efficient.e greenstein knows first hand how long it can take for a san francisco police officer to show up at his door. >> it took four hours. my apartment was broken into and i had to wait half a day tore them to come. >> reporter: the delay is common for nonviolent crimes since officers respond to violent and more urgent cases first. starting in january san francisco will launch a pilot program designed to improve response time. civilian investigators will be trained to respond to the lower priority cases from conducting interviews to collecting evidence. the police chief game up with the idea and introduced it during his last job in mesa, arizona. to police commissioner jim hammer the idea makes sense. >> it in a petty theft case, there is no reason to have an armed police officer take an hour off the street to investigate that kind of crime. >> reporter: it will include 15 civilian investigateors. they won't be carrying guns and each could cost half of a sworn officer. the former police chie

. >> reporter: according to apple, less than one half of 1% of new users have called customer service. and the dropped call rate is almost on par with the iphone 3. but as a sign jobs is now fighting an image as well as a hardware problem, he promised to give free glitch-fixing cases to every customer through september. >> we're going to send you a free case. >> reporter: bill weir. and apple agreed to give us a tour into one of their top secret labs. >> we know of nothing like this on earth. >> reporter: wow. >> which is one of the reasons by the way, we don't like to show it. because we don't want it copied. but anyway. >> reporter: i understand. imagine there's a lot of people will be interested to look under these black curtains. >> i expect that's true. >> reporter: what can you show us? >> why don't we step this way. >> reporter: they show me how ph.ds spend countless hours testing iphone 4s, strapping them to dummy heads and hands and testing signals in multimillion-dollar chambers. it was widely known that the prototypes got out of here and got out into the public before launc

if i need more customer service representatives, i need more people in production, more drivers, more valets, more bookkeepers, and it will continue to grow. >> and trading emails with jason today, apparently that service is paying off. he says he does continue to hire slowly. he's added five employees this year so far. >> it's tough out there, but according to our guest tonight help might be on the way. >> we'll have to wait and see. that's "nightly business report" on this thursday evening. thanks for joining us. it's july 29th. i'm tom hudson. have a great evening, susie. >> thanks, tom. thanks for watching, everyone. we hope to see all of you tomorrow night. "nightly business report" is made possible by: this program was made possible by contributions to your pbs station from viewers like you. thank you. captioning sponsored by wpbt captioned by media access group at wgbh access.wgbh.org >> more information about investing is available in "nightly business report's" video "how wall street works". to order this dvd, call 1-800- play-pbs or visit online at shoppbs.org.

proof the good customer service can pay off. the gratuity that got waitresses on the plane to paradise. >>> and we have all heard stories, garage sales full of hidden gems? can you say ansel adams? the $4,500 crime word $2 million. >>> hi, i'm meteorologist lawrence karnow in the cbs 5 weather center. temperatures cooler than average but even sunshine at the coastline, haven't seen that for a while. we'll talk about that coming up. ,, ,, what this droid does will change how you do movies. with blockbuster on demand, this does hit films on a 4.3-inch screen so big, the way you see them will never be the same. introducing the new droid x. pre-loaded with blockbuster. the next generation of does. 15 percent? man on the tip t >>> honestly now, last time you went out to eat, how much of a tip did you leave, 10%, 20? mike sugerman on a tip that turned into a tan and more for three waitresses in the bay area. mike? >> reporter: well, that's true. i am at giant chef in pleasant hill which is one of those greasy spoons something out of a

russia is a huge black sea fleet is based as thousands gathered to watch the parade maltese customer service ports forms of a still. very big day for sailors all across russia today is russian navy day and everywhere and most of the ports where the russian navy is pleaded where is it that ships are in port au be huge military parades celebrations and the state that is marking this occasion of course one of the most watched parades is the one of the russian black sea fleet which is not actually stationed in russia it's in ukrainian ports of the sea last couple here in the crimea ukrainian and russian so sailors will be participating in the festivities together with all of the city and many of the tourists who are holidaying here in the crimea coming to watch this a very festive celebration and occasion of course the parade is shortened there won't be any artillery fire or any kind of a loud displays it will be just a poll raid but it's still a very important occasion especially for the city at the last open which is a seedy city and the russian black sea fleet has been stationed there for cen

the company declined an on camera interview but had this message on its customer service phone line.nducting a precautionary recall of a limited number of remain salads with a use by date of july 8 to the 12 and with an s in the product code. the company released a statement saying we are recalling a limited selection of salads because a random sample test of one package of our fresh express hearts of remain salad yielded a positive result for e. coli. we were notified on july 12th and worked with the fda to initiate the recall. the test result came in monday, so why did it take three days to get the word out? mike cecilia with the california department of public health inside that time inspectors confirm the test results and work with the company to yank the salad off store shelves. they're working as fast as they can. >> this actually shows that the system works pretty well in that these products are randomly tested. when we see a positive, we can get it off the market as soon as possible. >> reporter: back in may fresh express had a similar voluntary recall involving salmonella co

but according to apple, less than one half of one percent of those people have called customer service to complain about the death grip problem. so, to jobs, antenna-gate is overblown. >> it's just human nature. within someone or some organization gets really successful, there's just a group of people that want to tear it down. >> reporter: he's promising full refounds of free plastic covers as a fix. one critic on twitter summed it up as, "we'll give you something that uglifies our cool design to fix a problem we don't think exists." consumer reports is also less than enthused. >> we just view this as a first step. we don't see this as a permanent solution for this phone's problem. >> reporter: but jobs insists his company is doing more than any other to innovate. and to prove it, they gave us an unprecedented tour of a top secret lab. nobody's ever been in here before? >> no. >> reporter: where they are testing, prodding, c.a.t. scanning each gadget with the hopes of delighting the customer. >> two years ago, we didn't how to do a lot of this two years from now, we'll look back and s

we work our [ bleep ] off for them >> jobs always sets a precedent for having great customer service. >> i can't wait for mine to come in the mail. so i'm excited. >> i think they are being acting responsibly and they would take care of the problem. so, i would still get one. the advantages are so great. >> reporter: and right these days you will wait about two weeks to get one. they are sold out at the moment. now jobs also said that news reports saying that he knew of and dismissed antenna problems was quote, a crock, unquote. reporting live, tom vacar, ktvu channel 2 news more at 6:00. >>> well, apple stock took a slight hit in the wake up stocks. now that's a decline of 6/10 of a percent on the day. apple is trading about $30 a share below it's 52 week high. >>> meantime verizon reports that motorola's new smart phone the droid has already sold out online it just went on sale yesterday. the next shipping date for the droidx has been pushed back to july 21st. >>> the u.s. army released the name of a soldier from napa who was killed wednesday in afghanistan. chase stanley was one of

we provide -- offer the most hd programming, cutting edge technology, and award-winning customer service. we will focus on how the combined comcast, nbc would impact the on-line video market. this is important to the entire video distribution industry. comcast and nbc say that this is benign in nature and will only improve the experience. perhaps you're wondering why a satellite tv provider might be interested. let me outline dish's stake in the merger. dish must integrate on-line video with our traditional satellite service. dish is actively innovating to achieve this integration. with our partner, we have developed products such as dish on demand and a product that allows you to watch your tv on and pc or mobile device. it allows customers to watch what they want, when the i one tot. -- want it. in order to provide our customers with the neutral experience, and that must be neutral and non discriminatory. an internet service provider must not interfere with the additional data flowing through their broadbent pie. comcast is one of the video -- pipe.band one of the most pernicious ways

she told me we don't have time for that and should be off as if i was not important very poor customer servicere was a reason why use fast track. in the news room stanley roberts kron 4 news. the pattern of foggy mornings and city but cooler afternoon to continue through the weekend. a look at tomorrow a dense fog and drizzle the day and more morning. closer the coastline patchy fog will be around the bay shore will already be scaling back by noon the fog is bush into the coastline. by 3:00 p.m. mobile society skies the temperature of the cooler side appeared our oneness in the location only getting a 86 degrees tomorrow afternoon. a look at fog tracker for tomorrow morning the fog will extend a little further in land for inland valleys the delta and even paspatchy the south bay. ad in the morning will steve stills the fog in the north bay that means slightly cooler temperatures there for the afternoon with additional fog in the morning. fog tracker puts it off shore a 10:00 but will continue to see fog cut in the coastline to look least noon. sunbreaks are possible later on in the afternoon b

. >>> people love the visit facebook but hate their customer service.acebook scored 64 on a 100 point scale. that places the associate networking giant in the same rank as airlines and cable companies. face book nears 100 million members. tomorrow the founder is expected to face tough questions during privacy during a rare tv interview. >>> sanford university researchers have developed a test they say could save couples the expense and heart ache of going through fertility treatment. the test could spare couples the multiple attempts of using invitro fertilization. >>> the study was publicked today in the internal journal of environmental health. it suggests that several cleaning products may contain carcinogens. >>> new study shows a carbon in graves may stop the use of symptoms of arthritis. doctors aren't sure yet how much resvetritrol humans need. research has shown that resv era trol may help reduce symptoms of arthritis. >>> they are some of the most famous words in american history, and they were said 41 years ago today. >>> and a cooler day for

corporate goal togenerate positive financial results with the passion of our people to provide good customer service. we listen to our people. they do not shy away from telling us exactly what they think. ou people tell us they don't want to nickel and dime their customers allowing our peopl to do what they do best in a customer friendly way is just one reason why since 1987 when department of transportation began tracking customer satisfaction statistics, southwest has consistently led the entire airline industry with the lowest ratio of complaints passengers boarded. this is further evidence that our policy of not nickel and diming is not a gimmick. it's a good busins and it makes people feel better about who they are and what they do. due in large part to the bags fly free campaigns of west experience a domestic market share shift worth close to a billion dollars since the introduction of this campaign. as the result, our customers, employees and shareholders have been the beneficiaries of this decision. while we are not fans of fees for services that historically have been part of the base fare,

and a new cafe gives students lessons in customer service. >> as people get more comfortable they really start to surprise themselves with what they can do. >> rich hopes that somewhere along the way the students become more like the boats they build, strong and hopeful and ready to take on the seas. joe rosato jr., nbc bay area news. >>> home prices rose for the second month in a row. standard & poor's found an increase. san francisco, home prices are up 1.7%. >>> it was a big day on wall street. several companies reported better than expected earnings but a new report shows consumer confidence is still dropping. the dow gained 12 points to close at 12,537. the nasdaq fell 8 points. >> and snooki knows stocks. i don't think so. a situation there? forging situation. >> just like the "jersey shores. "stopped flat. >>> the most colorful place. did you see this? >> yes. >> do you guys like this? >> it's nice. >> it's a little freaky. >> my kids would love that. >> yes. i was told i look like i'm about to be in a video. i'll spare the dancing. it's all in preparation for the 20th annual berk

great customer service, going above and beyond to help me out as a small business.es around the world as american express and if i ever need to get my employees ink cards, they're free. make your mark with ink. chase what matters. go to chase.com/ink. since our beginning, we've been there for clients through good times and bad, when our clients' needs changed we changed to meet them. through the years, when some lost their way, we led the way with new ideas for the financial challenges we knew would lie ahead. this rock has never stood still. and there's one thing that will never change. we are, the rock you can rely on. prudential. summer ain't summer without popsicle pops. ben & jerry: my two best friends. what would i do for a klondike bar? you don't wanna know. i am so happy right now. ♪ just so happy. and my car was worn out, so we got the '97 camry. when i was 16, i got the camry, and i drove it for nine years. then when i turned 16, i was passed down the camry. i was like, "yes!" [ man] and then we just got a camry hybrid. it's just such a perfect, practical

love to click that little like button a lot of people dislike t for the first time the american customer service index included social networking sites. facebook scored a 64 out of 100 a point ahead of myspace t points them in the bottom 5% of all companies included in the study. >>> users aren't the only people not happy with facebook. len ramirez shows us why some neighbors in the south bay dislike their efforts to get its employees to carpool. >> reporter: you'll see them circling palo alto's college terrace neighborhood at almost all hours. [ sound of engine ] >> i walk my dog at 7:00 and there are usually two or three buses circling. >> reporter: sleek, stealthy, black, smoked windows, they navigate narrow streets to shuttle facebook employees between buildings in the stanford research park but neighbors like cathy and margaret say the shuttles have created problems of their own. >> too many buses, too frequently, and too many hours of the day. >> reporter: she lives a block away from the facebook campus, miller lives right across the street. >> and we're on a hill. they gun up the hill. th