In the last three weeks I’ve had yet more reminders that customer service is almost non-existent in New Zealand. I’m saying this in the context of large service organisations (not retail) and small service providers (private sector) who don’t respond to telephone messages or email requests for information. And the most astonishing thing is that when, after five or six attempts at contacting the people concerned, their response to not returning telephone messages or emails, is well, no response at all or a “I’ve been busy”. So, no apology given and no acknowledgement of the delays their lack of response has caused. How can the Kiwi “she’ll be right” approach be so widely acceptable, when in terms of service provision, it clearly isn’t?