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Have you noticed the recent calamities have brought out the worst in people—notably, people in government?

Just take a look at the long queues at government offices waiting for weeks for their calamity loans to be approved and how clients are treated quite shabbily If they so much as to complain, they should brace themselves for some tongue-lashing from ill-mannered government executives.

The public asks: Is anyone in government even listening? Well, we’ve got news for government workers: They exist to serve the public and the public has the right to expect quality service.

Understand

A report adapted from Guidelines for Effective Complaint Management published by the Office of the Ombudsman in New South Wales, Australia, has closely examined the psychology behind complaints from the transacting public. “Complaints arise when clients are dissatisfied with a program or service. To find the right solution, one needs to understand the nature of the client’s dissatisfaction. It is important to remember that government is accountable for each service transaction, including the design of the processes, the physical environment and the manner in which the service itself is rendered,”it says.

The report says dissatisfied clients often speak poorly of an organization and that the reputation and credibility of the government may suffer. Research shows that disgruntled clients will tell up to 20 acquaintances about an unresolved problem. On the other hand, clients whose problems are resolved quickly tend to be more loyal to and supportive of the organization than those who do not experience any problems,” it says.

System

The report advises government entities to set up an efficient complaint management system.

It says heads of government agencies may well ask themselves these questions: Do we provide information about how to complain and to whom complaints should be directed, including a phone number and an address? Have we published our standards of service and made them available so that the public knows what standards it may expect? Do our employees know what to do when they receive a complaint? Does the system allow employees to retrieve quickly information about a complaint?

Complaint management systems, says the report, should allow employees to handle complaints quickly, and should include established time limits for action. “These should also allow employees to keep clients informed of the progress of their complaints,” it adds.

The report gives this vety sound and commonsensical advice: Organizations should train all employees (including all line managers and key executives) who deal with complaints regularly on how to handle complaints. This may include instruction in negotiation and alternative dispute resolution skills, as well as skills in dealing with difficult people. One piece of advice to our government frontliner: Don’t take complaints personally.