#98 Citizen Customer Services designed to fail

• 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