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.
作为英国一个规模不大的地方行政管理机构的客户支持专员，马特•拉德韦尔(Matt Radwell)刚开始回答本地区居民的问题时，发现这是一项令人沮丧且耗时的工作。艾尔斯伯里韦尔地区(Aylesbury Vale District)位于伦敦以北40英里处，如果有居民打电话到地区议会(District Council)，咨询住房福利这种他不擅长的问题，拉德韦尔可能会让对方等上20分钟。因为他必须找到能给他提供相关信息的人。
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