In addition to the fewer resources that certain areas of the government may have in the face of the ongoing shutdown, errors that might have been minor at other times can be more severe in a period when customers don't have as much information available.
Online customer services may get reduced and easily taxed in moments of crisis, but they have to work overtime to recover after any major error happens. Embarrassingly, the Department of Health and Human Services has undergone its own error that saw users wrongly sent a request to re-register their passwords for the new Affordable Care Act site.
CNN reports that the problem stemmed from the call center involved being misinformed, and it quoted an unnamed representative from the government explaining the reason for the mix up.
"A wrong script was provided to call center representatives," this person said. "It's been corrected. The wrong script was read for only a short time — just this morning."
Because the amount of people flocking to this site and ready to use it was so large, the presence of any sort of mistake like this gets exacerbated. The news source also claimed that more than 100,000 people sought out customer services during this time, once again highlighting the importance that timing has in addressing these issues.
By keeping online customer services involved and well-trained, your business can hope to respond when handed improper materials and learn to recognize when problem scenarios arise. This is all the more important when the health of customers, patients and participants are on the line.