Tuesday, 23 June 2015

The Fundamental Problem of the Inversion of Roles in Customer Service






Today we got a call from the AUPOST, institution that used to be so reliable until the end of 2001 that we would get all our items, with no miss, in Brazil, via simple redirection whilst away.



The woman who spoke to us, and she called us by 8 AM, as if saying that she REALLY works, started by telling us that she had been unable to locate our PO Box in the system.



She then progressed to saying that the postcode she had, the 8006, was not being located.



We explained that we got that postcode from the A’Beckett St branch of the AUPOST, that the own employee there told us to adopt it.



She insisted that she was unable to locate it in the system.



At this stage, the inversion is completed almost all the time: The person who called us stating that they were calling because of our complaint, and therefore to solve our problem, what obviously implies serving us, is now being served or has created an expectation in the person she is speaking to. The expectation  is that they must serve her instead.



The problem of the inversion, as we decided to call it, happens in Australia quite frequently.



In 2001, VICPOL would have asked MRP what the laws of Australia were, basically.



Only on the third police station was MRP told that the privacy laws COULD not exist yet in Australia, so that she then got a hint that perhaps that was not a crime in the place at that stage.



How do we go from WYSIWYG and Customer Is Always Right to this is the main question: If we can solve this puzzle, we can certainly finish with all crimes in Australia that are heinous.



How can a person who gets paid by the government to serve anyone who is in Australia decide that person X does not deserve being served and that they can injure instead of serving?



That is certainly the main issue today in democracy, capitalism, first world: How do things get this way and how we can fix the situation when things get this way.




Answer this question and stop gross violation of human rights in Australia from day to night, basically.




__________________________________________________________




__________________________________________________________