• 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