Dealing with difficult complaints and applicants
Dealing with difficult complaints and applicants
Dealing with difficult complaints and applicants
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The facts of life<br />
There are four fundamental facts of life we need<br />
to recognise <strong>and</strong> accept:<br />
• Fact number one: some complainants can<br />
indeed be <strong>difficult</strong>.<br />
• Fact (or widely held perception) number two:<br />
the problem is growing in terms of the<br />
numbers of ‘<strong>difficult</strong>’ complainants <strong>and</strong> the<br />
seriousness of their ‘<strong>difficult</strong>’ interactions.<br />
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