When Everything is Political: A Customer Care Model For Local Government.

A mayor was called to a community meeting. People had been promised houses, but where were they? The mayor had no houses handy and she had not made the promise, but the people were angry. One man got up and threatened to drive out those who had been allocated houses in a neighbouring development. Conflict was in the air. The mayor listened. She had no magic solution to this problem, but she listened and show the people that she understood. She did not solve the problem but she did defuse the crisis.

application/pdf Vol 8 no. 4 When Everything is Political, Customer Care Model for Local Government.pdf — 64 KB