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Chapter 5. Bureaucratic Bounce

Chapter 5. Bureaucratic Bounce

Have you ever called a government office, organization, or association—any office with more than two floors—and had the following experience?

  1. First, you get the operator (if you don’t get the automated attendant):

    Operator: “Hello, Acme Insurance.”

    You: “Yes, I’d like to talk to someone about a change of address.”

    Operator: “Address change? Oh. Well, I’m not sure. Hold on.”

  2. Then:

    Next voice: “Hello, may I help you?”

    You: “Yes, I’d like to change my address.”

    Next voice: “Oh, well, I don’t know how to do that. Hold on.”

  3. Then:

    Third voice: “Hello.”

    You: “Yes, I’d like to talk to someone there about changing my address on your records. I’m not getting my mail.”

    Third voice: “Well, I don’t handle address changes. Let me see if I can find someone else. Hold on.”

  4. Then:

    Operator: “Hello.”

    You: “Yes, can you help me have my address changed?”

    Operator: “Oh, it’s you. Didn’t anyone help you yet?”

    You: “No, that’s why I’m still on the line.”

    Operator: “Well, I’m not sure who can help you. But I think the lady you need to speak to is Mary Smith. And she’s not in today. She should be in tomorrow. Try then, okay?” Click!


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