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Well, here's why your government-provided customer service might not have been super:
1) We are here to help you. But. You are not the only person they are dealing with. I know that's not an excuse. But a state worker processes tons of cases of whatever variety, whether they are DMV people or Revenue people or what have you, and they have heard a lot. But we can't always do exactly what you need us to do. Sometimes we don't have enough information. Sometimes we don't have the authority. We all get bitched at about "I waited (on the phone, in a line, 'x' weeks after sending in my correspondence) and I want something done, right now..."
except:
2) We don't have control over how many people are in our queue, or even what we can do for them. We have regulations and red tape we have to deal with. Things have to follow procedures and sometimes it's just out of our hands. We might need "x" form filled out perfectly, or "y" piece of documentation. And even after patiently explaining that things take time and we can't do anything instantly, we know we've disappointed the customer. Even if it's the dog's honest truth. And we'll head to a supervisor sometimes and try to go above and beyond--but deep down--
We sympathize, but sometimes you're just stuck.
3) Sometimes you really are dealing with someone who is: a) a temp, b) a trainee. Or c) totally burnt out. This is because, to save revenue, the state might have a) went for cheaper private contract labor, b) has some younger hires who are less experienced because they offered early retirement and got rid of all the competent old farts who knew what they were doing, or c) the person you are talking to probably knows what they are doing and cares, but you have to help them help you.
What does that mean? (And isn't it their job to help you, no matter what?)
I hate to be a gray-shirted cubicle Nazi, but sometimes one's "papers aren't in order". Dealing with the government means--"Be prepared". Forewarned is forearmed. Check out the state website first to see what services are available and what your options are. A lot of things you do with the government don't even require a squishy fallible human interface anymore, they can be quickly done online. But if you need to interface with a state worker--have some idea what answers you need. Ask questions--and if you don't think you are getting good answers from us--ask for a supervisor. We don't really mind questions, or even a call for a supervisor, as much as we hate trying to cover all the bases for someone who has no idea what they're talking about or, worst case scenario--guess what our customer is looking for.
We run into different version of this, from the information-resistant customer who just doesn't listen, to the information-retardant customers who can actually make any problem worse with a little stubborness and ingenuity. In other words, sometimes we wonder why our customers are.....inept? But not all of them. Most of them are a pleasure. The best customers read the notices we've sent them. They have a pretty good idea what they need to fill out, they just need some help with how. They ask good questions, and make it easy to help them.
Sometimes dealing with a state worker sucks. Sometimes it doesn't. I wish an experience like yours wasn't so common. But we are not all inept.
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