Why Do Government Agencies Lack Customer Service?

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I was at the Department of Traffic to help my brother make a payment for his expired meter citation. The line was long to the door and there was only one window open while the other 3 were closed. The man at the cashier window was asking like a million questions about his ticket. The customers in line were getting pretty restless and many of them started blurting out comments like "why are the other f***ing windows closed?" "you've got to be f***ing me!" When the man at the window was done with his questions and transactions, the cashier pulled out her 'CLOSED' sign. She looked at us and gave us a "Yeah, gotta a problem?" look. She went to the copier and made some copies. There were some other employees chatting in the back. They would glance at the line occasionally. A few minutes later, the cashier reopened her window. A few more minutes later, another window was opened. I was probably in line for 20 minutes and I was third in line! When it was my turn, I asked the cashier for the manager's name. He pointed to the wall and so I turned around and saw the picture of the director. I overheard a customer venting to the other cashier about the wait and demanded to know why there were only 1 window opened earlier. I was done with my transaction and walked away so I didn't hear the cashier's response.  I told my friends out with me that day what happened and they said to save myself copy toner and paper if I wanted to write in a complaint letter because government agencies are notoriously known for 1) stuck up employees and 2) zero customer service. I know and I agree. One of my friends said she used to write lengthy complaint letters and nothing happened. Hmmmm....how about a letter to the director and let him know that the mayor and district supervisors will also get a copy of the complaint?

20 comments:

Buckeroomama said...

One thing I like about HK is that gov`t employees here are fairly efficient and things are pretty transparent.

Choc Mint Girl said...

It's the same in my country. Most of them like to make people 'wait', they put a smile and friendliness sign, but they are the opposite and they have unbelievable procedures to follow even in a hospital and people are dying!!

TK said...

We have the same problem here..
I wonder when things are going to change..Seems like it's gonna be like that forever..

MinnieRunner said...

I guess nothing will happen still. That saddened me. That's how the government is known over here as well.

Wendy said...

grrr, that sounds so typical and so frustrating. Government employees around here tend to feel they're jobs are safe. We need them more than they need us and so they can be rude. What are you going to do, not pay the ticket and get yourself in more trouble? It's very frustrating. Unfortunately, I usually go in anticipating problems. One thing that helps is getting there just before they open. Plus, when all others start to get riled up, that does not help. Sorry for your frustrating experience!

Veronica Lee said...

It's the same here. A trip to a government office always ends up in frustration. But I thought it was different in the US!

Have a nice day, Rosebelle.

Willie a.k.a Reptoz said...

Oh yeah, it happens to us too. We have many counters but only one or two are always open. Hahaha!

Mei Teng said...

Over here, they lack more than customer service.

Divine said...

Frustrating to know its happening everywhere, around the globe?! Here, not just they lack customer service. They even tag customers as "somebody" and "nobody". So, if you need to complain, go straight to the big boss and dress-up real nice! I just hope, with our new administration, things will change.

Nice topic, Rosebelle!

nice A said...

I thought you don't experience it in your part of the world. I was also very annoyed with the very inefficient government service in one of the agencies when I went home lately. I also want to make a formal complaint about it soon.

Savvy Gal said...

I think if govt agencies are manged like private companies, we might get better service.

Poetic Shutterbug said...

Here in the US it's the same. I think these people just don't care at all about what they are doing. They are merely there to collect a paycheck. It's sad but true.

ModernMom said...

Oh I agree with Savvy Girl....I would love it if they were run like private business'. You would see the difference!

levian said...

so it is not only our country that are having such problem.
i see that now most government agencies have the same old problem,
all around the world too!

Mama Hen said...

I think we all don't like to go to any place like that because we know that there will be a line, a wait and maybe not always the kindest of help. But I guess when I think about it, I bet that job might be a little annoying for the person who has it and it can come out in the the customer care. I am sure they deal with a lot of people who aren't so nice to them and who quite frankly can be rude too. We only have to go once in a while, but they have to be there every day. But I get annoyed myself when I have to wait a long time and people aren't always so nice. Have a good week!

Mama Hen

Nezzy said...

Oh baby, don't get me started on government agencies. You can't buck a system that is jury and judge all rolled into one system. 'Nuff said!

God bless ya and have a terrific day!!! :o)

Megan (Best of Fates) said...

That is dreadful service - you should definitely write a letter!

And who knows when it's going to have an impact.

Uncle Lee said...

Hi Rosebelle...you sure got it right where government departments are concerned. But fortunately I have not had that experience here, but from where I came from.

Here, if what you experienced, it'll be several photographs taken by h/phone cameras and within minutes, a copy and message sent to two local papers, a copy to the local councilor, a copy local Member of Provincial government, and maybe to an MP too.

Followed by a fireworks display....when big bosses get into the limelight....their name, department gets unwanted publicity
with pictures of lackadaisical government employees. This time top down.
You stay easy....Lee.

Dora said...

Just fed up with the way Govt Dpt deal with things :-(

Ebie said...

Very sad but that's the truth. I will just pay on line....