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

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

3. Dynamic Change

5. 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

6. Who am I
What is my background

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

9. Dynamic career changes

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

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

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

15. 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.

16. Father Of
Modern
Consumerism

17. Birth of the unreasonable
complainant

18. Business Improvement Manager
Member of SOCAP almost 3 years

19. 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

20. 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

21. 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