When Matt Radwell, a customer support officer for a small local authority in the UK, first started answering queries from the area’s residents, it was a frustrating and time-consuming business. If a resident contacted Aylesbury Vale District Council, 40 miles north of London, about an issue like housing benefit in which he lacked expertise, Mr Radwell might keep the caller waiting as long as 20 minutes. He had to find someone who could give him the relevant information.
作爲英國一個規模不大的地方行政管理機構的客戶支持專員，馬特•拉德韋爾(Matt Radwell)剛開始回答本地區居民的問題時，發現這是一項令人沮喪且耗時的工作。艾爾斯伯裏韋爾地區(Aylesbury Vale District)位於倫敦以北40英里處，如果有居民打電話到地區議會(District Council)，諮詢住房福利這種他不擅長的問題，拉德韋爾可能會讓對方等上20分鐘。因爲他必須找到能給他提供相關資訊的人。
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