• #98 Citizen Customer Services designed to fail

  • Jan 21 2022
  • Length: 41 mins
  • Podcast

#98 Citizen Customer Services designed to fail

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  • Summary

    • Government and citizen services
      • Calling the Taliban government
        • Has anyone knocked at your door yet?
        • Why do you think the Taliban government can respond to citizens so much quicker than an American government agency?
      • Quote: ‘The recent pandemic put a finer point on this century-long problem - when they were forced to shut down physical offices, the deficiencies in the system were further exposed.’
        • Are there any positive ways the pandemic can shape government services?
      • Quote: ‘Most states are leaning into being digital-first - they’re putting greater emphasis on the websites and mobile apps’
      • Previously, and in the book, you recommended reaching out to your local representative, how would that be helpful when your issue is about government services?
    • Post office
      • Started hilariously
      • Quote: “The post office seems to be trying to be good at customer service, but they’re still failing. I know they’re trying to be good because they have a massive banner in their offices that says they care about the customer experience. Yet, they proceed to make you wait for hours and deal with rude employees
        • What is caring then?
      • How are they bad
      • Why are they bad
        • Are they sour that they aren’t so necessary anymore?
        • Are they stuck between a rock and a hard place?
    . #waitingforservice #customerexperience #customerservice #amastenumah
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In the spirit of reconciliation, Audible acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.