‘SOCAP Symposium 2018’ Managing complaints through dynamic change Office of Fair Trading Queensland  ‘SOCAP Symposium 2018’  Managing complaints through dynamic change

Lets start at the end. Express and Explore Only hurt people hurt others

Dynamic Change

General outline Who am I and background of work How I got into complaint handling Staff, dynamics and welfare OFT volume of complaints Bread and butter complaints Biggest changes in the past 5 years

Who am I What is my background

Foreman. One who deals with the complaints of every staff member for minimal financial reward

Dynamic career changes

Your time is short Respect is earned Honesty is appreciated Trust is gained Loyalty is returned

The consumer journey To understand why people complain we must first go back in time. Early 1906

The consumer journey To understand why people complain we must first go back in time. Early 1906 15 March 1909

The consumer journey To understand why people complain we must first go back in time. Early 1906 15 March 1909 This in theory created what we know as modern consumerism.

Father Of Modern Consumerism

Birth of the unreasonable complainant

Business Improvement Manager Member of SOCAP almost 3 years

My tips Don’t use acronyms How will I help this person? Let the person speak Practice active listening Repeat back what clients say Explain clearly your intentions Give timeframes and stick to them Be you but be real

Remember these things Treat yourself well Recognise your own excellence Find positivity in yourself Put yourself in their shoes Always find time to re-energise YOU

Lets start at the end. Lets go back to thinking about the bad client Have a look at what you wrote down How did it make you feel? Reflect on “ONLY HURT PEOPLE HURT OTHERS” Lets punch through some shadows