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Civil servants and private-sector customer service employees are fundamentally different in one significant way. Many civil servants are in place to uphold and implement regulations, regulations which often result in, "No, you cannot do that," and the "customer" has no other government or law to choose from (unless they move their household, which is not an everyday solution).

Private-sector customer service is about how to get the customer to "Yes, we can do that." If not, the customer will go to another company.

For private-sector, yes, empathy and courtesy is part of the sale. For civil servants, no amount of empaythy or courtesy is going to derail the constituent who is hell-bent to bully their way through a regulation or restriction.

Constituents aren't customers. All constituents are equal and have the same rights to the same services as everybody else. Customers, because they all haggle and bargain differently, are not equal.

by Crin on Feb 19, 2013 10:37 am • linkreport

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