Complaints – who, what, Complaints – who, what, where, why and how!where, why and how!

Trevor Slater, FICSTrevor Slater, FICS

Tania Sourdin, La Trobe Tania Sourdin, La Trobe UniversityUniversity

AS ISO 10002 - 2006AS ISO 10002 - 2006

• Approach complaints handling from a Approach complaints handling from a macro (organisational) and micro macro (organisational) and micro (individual) level.(individual) level.

• This session is focussed on ‘hard’ This session is focussed on ‘hard’ complaints that are difficult to complaints that are difficult to resolve and is directed at micro skills resolve and is directed at micro skills as well as organisational responses.as well as organisational responses.

• EXAMPLES – Hard complaintsEXAMPLES – Hard complaints

ProgramProgram

• What are the hardest complaints? ForumWhat are the hardest complaints? Forum• What do complainants want?What do complainants want?• Research into who complainsResearch into who complains• Matching and front line complaintsMatching and front line complaints• Timing is everythingTiming is everything• Strategies to deal with hard complaints - Strategies to deal with hard complaints -

RecapRecap

Complainant Expectations – Complainant Expectations – Most!Most!

• To feel secureTo feel secure• Be listened to and not judgedBe listened to and not judged• To have their point of view understood and To have their point of view understood and

acknowledgedacknowledged• Treated with respectTreated with respect• To be given an explanationTo be given an explanation• To be given an apologyTo be given an apology• Have action taken (and kept up to date on Have action taken (and kept up to date on

actions)actions)• To be treated fairlyTo be treated fairly• Make sure it never happens again.Make sure it never happens again.

Customer DissatisfactionCustomer Dissatisfaction• Dissatisfaction arises as a consequence Dissatisfaction arises as a consequence

of a perceived discrepancy between of a perceived discrepancy between expected and perceived performance.expected and perceived performance.

• These expectations are influenced by These expectations are influenced by actual needs and the previous actual needs and the previous experiences of the consumer.experiences of the consumer.

• Communication plays an important role.Communication plays an important role.

Customer DissatisfactionCustomer Dissatisfaction

• Satisfaction - performance Satisfaction - performance substantially exceeds customers’ substantially exceeds customers’ expectations.expectations.

• Dissatisfaction - performance falls Dissatisfaction - performance falls decisively short of their expectations.decisively short of their expectations.

• When expectations are fulfilled there When expectations are fulfilled there is a feeling of indifference.is a feeling of indifference.

What do most complainants What do most complainants want?want?

• Substantive, psychological and process Substantive, psychological and process satisfactionsatisfaction

• If unsatisfied in one or more areas, the If unsatisfied in one or more areas, the consumer emotions research (SOCAP) consumer emotions research (SOCAP) suggests that the complaint may suggests that the complaint may continue and become a ‘dispute’ –if it continue and become a ‘dispute’ –if it does not continue - then negative does not continue - then negative consequences will still flow to the consequences will still flow to the organisation.organisation.

CDR’s TRIANGLE OF SATISFACTION

Procedural interests

Substantive Interests

Psychological interests

Satisfaction of content needs: goods, services, money

Satisfaction with the way things are done

Satisfaction of needs related to fairness, ongoing relationship & expression of emotion

CDR’s TRIANGLE OF SATISFACTION

POSITIONS & INTERESTS

POSITIONS• THINGS YOU SAY YOU WANT

• DEMANDS

• THINGS YOU SAY YOU WILL OR WON’T DO

• UNDERLYING MOTIVATIONS

• NEEDS & CONCERNS

• FEARS & ASPIRATIONS

INTERESTS

Who else complains?Who else complains?• Research – A small number of complaints will Research – A small number of complaints will

become ‘full blown’ disputes. This is less likely to become ‘full blown’ disputes. This is less likely to happen if the complainant is procedurally and happen if the complainant is procedurally and psychologically satisfied. RESEARCH - CAV / VCATpsychologically satisfied. RESEARCH - CAV / VCAT

• Of those that do become disputes or become Of those that do become disputes or become complex complaints most will involve complex complaints most will involve expectations not being met – or mistakes being expectations not being met – or mistakes being made.made.

• Most complaints can be dealt with at the front Most complaints can be dealt with at the front line.line.

• High Conflict People (HCP’s) may need additional High Conflict People (HCP’s) may need additional attention, early identification and a triage attention, early identification and a triage approach.approach.

High Conflict People - Triage - High Conflict People - Triage - What is driving the behaviour?What is driving the behaviour?

• Underlying pathology?Underlying pathology?

• Temporary issue (perception shift Temporary issue (perception shift work)work)

• Process / intake issuesProcess / intake issues

Recent thinking from the USRecent thinking from the US• HANDLING HIGH CONFLICT PEOPLE IN COURTHANDLING HIGH CONFLICT PEOPLE IN COURT© 2006 William A. Eddy, LCSW, ESQ. © 2006 William A. Eddy, LCSW, ESQ.

• High conflict people appear to be increasing High conflict people appear to be increasing in our society and in our courts. As litigants, in our society and in our courts. As litigants, they have a familiar pattern of high-intensity they have a familiar pattern of high-intensity emotions, distortions of information, and emotions, distortions of information, and self-defeating behaviour. self-defeating behaviour.

• Their prolonged disputes are characterized Their prolonged disputes are characterized by unchanging hostility, replacement of by unchanging hostility, replacement of resolved issues with new unresolved issues, resolved issues with new unresolved issues, and lack of insight or behaviour change. and lack of insight or behaviour change.

Who?Who?

• People who meet the diagnostic criteria of a personality People who meet the diagnostic criteria of a personality disorder now comprise 14.8 % of the US general disorder now comprise 14.8 % of the US general population, according to the largest study of this subject population, according to the largest study of this subject conducted by the National Institutes of Health and conducted by the National Institutes of Health and reported in the Journal of Clinical Psychiatry in July 2004. reported in the Journal of Clinical Psychiatry in July 2004.

• In another study, also reported in 1994, two-thirds of In another study, also reported in 1994, two-thirds of 160 parents in high conflict divorces met the criteria for 160 parents in high conflict divorces met the criteria for personality disorders, while one-quarter had less severe personality disorders, while one-quarter had less severe maladaptive personality “traits,” based on the maladaptive personality “traits,” based on the guidelines of the American Psychiatric Association’s guidelines of the American Psychiatric Association’s Diagnostic and Statistical Manual of Mental Disorders Diagnostic and Statistical Manual of Mental Disorders (currently in its fourth edition with text revised: DSM-IV-(currently in its fourth edition with text revised: DSM-IV-TR). TR).

• The statistics for Australia are likely to be similar.The statistics for Australia are likely to be similar.

Personality Personality disordersdisorders

““The DSM-IV lists 10 specific personality The DSM-IV lists 10 specific personality disorders, in three “clusters.” The Cluster B disorders, in three “clusters.” The Cluster B personality disorders are generally identified personality disorders are generally identified as “high drama” and include Borderline, as “high drama” and include Borderline, Narcissistic, Antisocial and Histrionic. Narcissistic, Antisocial and Histrionic.

Many of those with Cluster B personality Many of those with Cluster B personality disorders – or less severe “traits” – appear to disorders – or less severe “traits” – appear to have “high conflict personalities” which have “high conflict personalities” which frequently land them in our courts – either as frequently land them in our courts – either as plaintiffs endlessly pursuing exaggerated or plaintiffs endlessly pursuing exaggerated or unfounded claims, or as defendants who unfounded claims, or as defendants who escalated a conflict into violence or other escalated a conflict into violence or other harmful behavior.”harmful behavior.”

What can you do?What can you do?• ““A complaint handler may be tempted to A complaint handler may be tempted to

ask an HCP in frustration: “Can you ask an HCP in frustration: “Can you understand what you are doing?” Yet, HCPs understand what you are doing?” Yet, HCPs truly cannot see, just as a blind person truly cannot see, just as a blind person cannot see. Their self-awareness has been cannot see. Their self-awareness has been impaired from abusive life experiences or impaired from abusive life experiences or never sufficiently developed. never sufficiently developed.

• The result of this lack of conscious The result of this lack of conscious awareness is that HCPs are constantly awareness is that HCPs are constantly preoccupied with feeling personally preoccupied with feeling personally abandoned or disdained by those around abandoned or disdained by those around them –especially those in close relationships them –especially those in close relationships or positions of authority. Any negative or positions of authority. Any negative feedback, no matter how well-intended, has feedback, no matter how well-intended, has minimal useful impact.” minimal useful impact.”

AssessmentAssessment

“ “One of the largest problems of those with One of the largest problems of those with personality disorders in conflict situations is their personality disorders in conflict situations is their significant distortion of past events, current significant distortion of past events, current relationships and future expectations. Over the past relationships and future expectations. Over the past thirty years, cognitive researchers (Beck, Burns, thirty years, cognitive researchers (Beck, Burns, Padeski) have identified several cognitive distortions, Padeski) have identified several cognitive distortions, and have put them in laymen’s terms, such as: All-or-and have put them in laymen’s terms, such as: All-or-Nothing Thinking, Emotional Reasoning, Jumping to Nothing Thinking, Emotional Reasoning, Jumping to Conclusions, Personalization, Discounting the Conclusions, Personalization, Discounting the Positive, Exaggerating the Negative, Mind-Reading, Positive, Exaggerating the Negative, Mind-Reading, and Over-generalization.” and Over-generalization.”

“ “Each of these cognitive distortions may be more or Each of these cognitive distortions may be more or less severe for a particular person at a specific time. less severe for a particular person at a specific time. However, those with personality disorders tend to However, those with personality disorders tend to have chronic cognitive distortions.” have chronic cognitive distortions.”

What to listen for?What to listen for?

• ““Typical cognitive distortions in complaints Typical cognitive distortions in complaints handling are: The company is all bad with no handling are: The company is all bad with no redeeming features (All-or-Nothing Thinking). redeeming features (All-or-Nothing Thinking). My complaint has not been responded to so My complaint has not been responded to so they must be out to get me (jumping to they must be out to get me (jumping to Conclusions). You know what I am thinking Conclusions). You know what I am thinking (Mind-Reading). I know you want to shut me (Mind-Reading). I know you want to shut me out (Projection – because he is having out (Projection – because he is having paranoid thoughts). Either you (complaints paranoid thoughts). Either you (complaints handler) are on my side or you are against handler) are on my side or you are against me (Splitting – people are all good or all bad). me (Splitting – people are all good or all bad).

• I know a Court will rule in my favour and I know a Court will rule in my favour and finally vindicate me and validate my view of finally vindicate me and validate my view of the case (Fortune-telling/ Wishful-thinking).”the case (Fortune-telling/ Wishful-thinking).”

Bonding, structure, reality Bonding, structure, reality testing, consequencestesting, consequences

• Assessment (intake) – tips – learn to Assessment (intake) – tips – learn to recognise an HCP – look for the signs - if you recognise an HCP – look for the signs - if you recognise a HCP have a system to deal with recognise a HCP have a system to deal with this. Ask what process would be best for them this. Ask what process would be best for them – try to go to process before content. Do not – try to go to process before content. Do not go to an email spiral – ring them before they go to an email spiral – ring them before they ring you.ring you.

• Referral and support – for complaints Referral and support – for complaints handlers.handlers.

• Shorter sessions.Shorter sessions.

For most complaints – the For most complaints – the HCP phenomena is HCP phenomena is temporarytemporary

RAPPORT – HOW?RAPPORT – HOW?

Why do we instantly like Why do we instantly like some people and others some people and others

not?not?

RAPPORT – HOW?RAPPORT – HOW?

‘‘We tend to like people We tend to like people likelike ourselves’ ourselves’

MATCHINGMATCHING• VoiceVoice

• WritingWriting

• PhysiologyPhysiology

• BeliefsBeliefs

• EmpathyEmpathy

• BreathingBreathing

• Common GroundCommon Ground

RAPPORT – WHY?RAPPORT – WHY?

• To create the right conditions for an To create the right conditions for an effective exchange of thoughts and effective exchange of thoughts and ideas. ideas.

• Or to make it easier to get along with Or to make it easier to get along with them and they with you.them and they with you.

TimingTiming

• For HCP’s or for the unsatisfied – timing is For HCP’s or for the unsatisfied – timing is everything.everything.

• Standard - Standard - Receipt of each complaint Receipt of each complaint should be acknowledged to the should be acknowledged to the complainant immediately (for example complainant immediately (for example via post, phone or e-mail) if the via post, phone or e-mail) if the complaint cannot be resolved complaint cannot be resolved immediately. immediately.

• For ‘hard’ complaints – escalate quickly.For ‘hard’ complaints – escalate quickly.