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Public sector organisations are responsible for dealing with a host of sensitive topics when it comes to customer service. From questions about housing benefits, to health concerns and childcare costs, organisations such as councils, hospitals and social services handle personal and private queries on a daily basis.

However, when it comes to the customer actually speaking about these issues, many are uncomfortable vocalising them to a customer service representative over the phone, with most customers embarrassed or hesitant to go into detail. If public service providers are to truly help those dealing with sensitive and personal issues, they need to offer more than a phone number and a long wait time.

Read the full article in Open Access Government.

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