Dealing with difficult complaints and applicants

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Perceptions of ‘difficult’ complainants ‘Difficult’ complainants are generally seen by complaint handlers as: • a nuisance • an irritant • a side issue interfering in the pursuit of the core complaint handling business 4
The down side of difficult complainants ‘Difficult’ complainants typically make up a small percentage of complainants, but: • they take up much staff time and energy, • they put stresses on staff • they put pressure on organisational resources • they create an equity issue in relation to resources available for other complaints. 5
Page 1 and 2: DEALING WITH ‘DIFFICULT’ COMPLA
Page 3: • Fact number three: most people
Page 7 and 8: X Y Z A B C X Y X Y Z = Event / Is
Page 9 and 10: X Or X X = Event / Issue =
Page 11 and 12: Shifts of focus from the issue to t
Page 13 and 14: • a description of conduct which
Page 15 and 16: What does that require? That change
Page 17 and 18: The downside of labelling Labelling
Page 19 and 20: Why the change in focus? This chang
Page 21 and 22: Strategies to address different typ
Page 23 and 24: The aims of the National Project Th
Page 25: ‘Ground rules’ or ‘rules of e

Dealing with difficult complaints and applicants

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