A friend works in the school environment and must, during the summer weeks after her paid vacation, resort to the valiant and deserving service of Canada’s employment insurance benefits! He offers his distinguished and very patient clientele a telephone service. Let us immediately clarify that the words “service” and “speed” completely lose their meaning here.
In fact, if you get the line, you are immediately informed that the wait time is 90 minutes, often more. Imagine! A word of advice: arm yourself with a 600-page novel, the patience of an angel as well as a tolerance threshold worthy of an Olympian, otherwise the music in the elevator and the long wait will effectively get the better of you. you ! Also plan for a sore arm, by dint of supporting the telephone handset, as well as a cauliflower ear.
Finally, you manage to communicate with a receptionist who, too often, does not have the answer to your question or cannot resolve your file. You are told, this time, that an agent from the treatment center, impossible to reach by you, will call you shortly, otherwise you will go back to square one and have to start all over again with the phone call process, with its endless expectations. Yes, long live efficiency! You will therefore have to call again, two or three times. What fun in perspective!
But how to explain, in 2022, with modern electronic technology, such waiting times for “its” customers? Of course, employment insurance is a monopoly — you can’t shop elsewhere, just like you can change groceries or car insurance — and public servants know it all too well, to the point of being arrogant sometimes ! However, in the opposite direction, it is very easy and quick for employment insurance to collect its due at the source of your salary! Why isn’t this the case with returning to customers? Can we call that real customer service worthy of the name, which truly respects the customer? My conclusion is: no! It’s both sad and laughable!