Interventions in Committee
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David Nurse
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David Nurse
2016-12-13 17:16
First of all, I think you talked about humanizing the experience. Too often, although people haven't been hung up on, they come away feeling as though they have been. Maybe they asked one question, they got an unsatisfactory answer, and then there was sort of silence from the other side, indicating that it was time to go.
I've spoken to this already. That's an issue of tone, training, and script. Especially when you consider that people are maybe interacting with the Canadian government for the first time, that should not be their first experience. That's my first point.
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