• #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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