Vi träffar Annmarie Palm i Nacka stadshus ljusa och modernt inredda lunchmatsal. Hon är noga med att servera både vatten och kaffe, och frågar mer än en gång om allt känns bekvämt innan vi startar intervjun. Det är tydligt att hon lever och andas service. Men långt innan hon blev konsult och sedermera direktör, ”på forntiden”, var Annmarie Palm själv journalist. Hon berättar om hur hon som ung radioreporter fick improvisera när både TT-telegrammen och dagstidningarna lyste med sin frånvaro inför morgonens första sändning.
Hon gör kundfokus till en fråga för alla i Nacka kommun
kontaktcenter Medborgare eller kund? Ai eller mänsklig kontakt? I det nya kundlandskapet bör vi inte välja – utan i stället tänka extra allt. Nackas nya service- och kundbemötandedirektör Annmarie Palm förklarar varför.

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– TT låg nere och tidningarna var försenade. När de till slut dök upp skulle sändningen precis starta. Jag ryckte åt mig DN och Svenska Dagbladet och läste sedan upp nyhetsreferat på volley, säger hon och skrattar åt minnet.
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
