The Intel

 

What's happening in your world, is right here in The Intel

We have all The Intel for best practice complaints handling, consumer advocacy and consumer affairs with news, templates and tools, recognition, and research to support you in delivering fair and effective outcomes for consumers. SOCAP members can submit articles to The Intel here.

 

 

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29 October 2020

SOCAP High Conflict Behaviours webinar with Prof Tania Sourdin from the University of Newcastle

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Complaint handlers can also experience vulnerability

16 October 2020

With the ongoing impacts of COVID-19, many people will remain in vulnerable circumstances for some time yet. Conversations can be difficult with emotionally stretched customers, and over time complaints handlers may experience professional burnout.

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Tips to boost your resilience during crisis management

16 October 2020

If you or your team are feeling emotionally and physically worn out this could be a sign of waning resilience or compassion fatigue. Avoid burnout and take time to revisit self-care strategies or seek support from your workplace support program.

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Understanding customer vulnerability

16 October 2020

The Australian community continues to feel the effects of the pandemic, through disruption to their lives, education and health. Conservative estimates are that 50% of your customer base will be in vulnerable circumstances at any one time. Ensure your staff are skilled up to identify and respond to vulnerability.

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Why is the concept of ‘uncommon humanity’ important to RACQ Bank?

14 October 2020

Amidst the current onslaught of the COVID-19 pandemic, the idea of unusual humanity has sprung up out of recognition that we must respond as one and that we are better off being united, kind and empathetic with everyone, not just those in ‘our tribe’.

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National Complaints and Justice Forum

13 October 2020

SOCAP is attending and is a sponsor of a National Complaints and Justice Forum presented by the University of Newcastle and the National Justice Project. The online Forum for Ombudsmen - Complaints Management in Public Organisations is on 26 October.

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Complaints: The New Most Valuable Asset

15 September 2020

We’ve just closed our member survey and top line comments show a resilient complaint handling industry under pressure to respond with care and empathy to ongoing customer vulnerability and financial hardship. Flexible and agile operations have shown to be indispensable as processes are being reviewed and the need for systemic change is recognised.

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Written communications can build rapport

15 September 2020

Understanding the impact of some of your typical communications can make a big difference to connecting with customers and building rapport so you can reach beneficial outcomes.

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ROI for public organisations on well managed complaints

01 September 2020

For the first time, public sector organisations can now measure the social returns on complaint handling, revealing the holistic value of effective customer care. New research, conducted for SOCAP Australia by the University of Newcastle, has found that for every dollar that a public organisation spends on effectively handling complaints, the organisation can reap up to a $5 return on investment (ROI).

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The relevance of ethics to you and your organisation

14 August 2020

Along with good corporate governance, ethical behaviour is an integral part of everything an organisation does. From the impacts of the rise of AI on commerce and the consumer experience to the unconscious gender bias that can exist in any workplace, including complaints management services, organisations must take steps to strengthen their ability to make fairer, better-informed decisions for both the consumer and the organisation.

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Good storytelling can benefit your business

14 August 2020

Effectively telling your business stories, collated from complaints and feedback, can build relationships, make people care about your service and can lead to a significant Return on Investment (ROI). Learn the Science of Storytelling: Winning Commitment Within Your Organisation, an on-demand webinar that shows how you can stand out from the crowd with stories that influence, teach and inspire.

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AFCA behind the numbers - Hear from David Locke

23 July 2020

This week David  Locke, Chief Executive Officer and Chief Ombudsman Australian Financial Complaints Authority (AFCA) was interviewed by SOCAP’s Stephanie Maraz and he spoke about his views on what lies behind the recent AFCA complaint figures and gives his best bet for a future forecast and focus for complaints handling. 

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SOCAP wants you to be a Member Movie Star

02 July 2020

To recognise 30 years of SOCAP Symposium and complaints handling professional service in Australia and New Zealand, we are inviting you to be a part of the celebrations. We want you to be a SOCAP movie star to help us showcase our SOCAP rock stars.

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Our communities facing vulnerability

02 July 2020

Crisis support service Lifeline saw a spike in calls relating to the coronavirus outbreak, with call volumes exceeding those seen during the summer's bushfire crisis.

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Connection supporting staff resilience

14 April 2020

The need for support and connection between staff and management is greater than ever with so many people suddenly working from home during this challenging time.

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Your Healthy Handling Complaints Toolkit

08 April 2020

We want to say thank you, to you our members.  At SOCAP, we respect the work and special care that complaints professionals are continuing to provide in meeting customers’ needs in these times of ongoing vulnerability. We know you are working in new and different ways with increased pressures at this time. 

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Information & support re COVID-19

25 March 2020

As your member association SOCAP is following all safety and health guidelines from the Australian government agencies as it pertains to supporting the vital work you do in helping consumers every day and particularly during these unprecedented times.

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Vulnerability Forum Postponed

17 March 2020

SOCAP is committed to the complaints handling profession and service provision for consumers in vulnerable circumstances. SOCAP will be providing insights and keynotes from the Forum speakers, during the interim period to the rescheduled event, so as an industry we maintain our momentum on this important matter of best practice service for customers in vulnerable circumstances.

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Online training for assisting consumers

17 March 2020

The flexibility of online training is offered to SOCAP members on two essential programs. Assisting Customers in Vulnerable Circumstances and Ethics for Complaint Professionals.

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What will the new Consumer Data Rights (CDR) mean to you and your business?

10 March 2020

The CDR intends to improve the ability of Australian consumers to compare and switch between products and services and encourage competition between businesses.

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What is the impact of high conflict behaviours on your complaint handling?

10 March 2020

15% of the population have high conflict behaviours (HCB), said Prof Tania Sourdin from the University of Newcastle, in the SOCAP High Conflict Behaviours webinar, in which behaviours, causes and service strategies were discussed.

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Lessons learned and shared about good complaint handling - Commonwealth Ombudsman Report

10 March 2020

The Ombudsman initiated a pilot Complaint Assurance Project in February 2019 with the aim of fostering agency-led improvements in complaint handing.

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SOCAP Member events and COVID-19

10 March 2020

Drawing directly on current Australian Government advice, SOCAP is proceeding to deliver scheduled meetings and events, including the March Customer Vulnerability Forums and training programs.

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Understanding vulnerability is crucial to providing customers the special care needed

03 March 2020

Many consumer affairs professionals, especially those impacted by the recent increased need to respond with special care to customers in vulnerable circumstances, have found themselves worrying about how to do this well and cope with the emotional pressures

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Resilience and wellbeing strategies are important for complaint handling teams

03 March 2020

The biggest threat to your organisation isn’t a customer with a complaint - it’s ensuring your staff have the skills and resilience to manage the emotional toll complaints can cause on them.

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The value of taking action on vulnerability service provision

20 February 2020

Building employee confidence and capability to recognise vulnerability is the first step to assisting customers in vulnerable situations. Using a new way of thinking about a complex issue that is easily remembered, manageable and accessible can assist to empower employees and increase your customer experience

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Revised General Insurance Code of Practice impact on your customer service

18 February 2020

The General Insurance Code of Practice, released by the Insurance Council of Australia Board in January, sets out new standards for insurers, distributors, service suppliers and claims investigation.

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How to support vulnerability

18 February 2020

This year has already seen some remarkable events, which has brought in sharp focus the nature of vulnerability for us all.

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Are you in hiring mode for complaint professionals?

18 February 2020

If you are ramping up service provision as a result of increased services needs, take a look at the online SOCAP Certification Framework which highlights unique skills needed to be a complaints professional.

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Top Tips for responding to social media complaints - are you using these in your business?

17 February 2020

1. Regularly check your social media networking sites and take care in responding to any complaints

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The Inaugural SOCAP Customer Vulnerability Forum 2020

11 February 2020

SOCAP Special Event Melbourne: Thursday, 19 March 2020 Sydney: Thursday, 26 March 2020 Limited spots available, register now

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Don't call me 'dear' - why language matters and how to improve it

10 February 2020

83% of seniors over 70 dislike being called “sweetie” and “dear” as it encourages a culture of disempowerment that inhibits seniors from speaking out or complaining about service provision.

What should you be doing to bridge the language gap between community expectations, corporate policy and employee behavior to foster an empowering relationship?

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SOCAP 2019 Lifetime Achievement Award Winner Colin Neave Take a Bow

10 February 2020

“In my view there has never been a better time for suppliers of essential services to consumers to be focused on customer service and dealing effectively with service errors and complaints. Those … with a customer interface and responsibility for putting things right or handling complaints and disputes have critically important jobs. And, of course opportunities. It is not just service...The focus needs to be on not just design features and saleability but also built-in quality so the chances of something going awry with the product is minimised.”

Colin Neave: A Lifetime of Seeking Fairness

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Raising Domestic Violence Awareness for Customer Care & Complaints

10 February 2020

Without imposing on consumer professionals the obligation to become experts in Domestic and Family Violence (DFV) or to act as counsellors, it is important that an ability to more readily recognise or accept what it is a client might be disclosing, becomes a necessary part of the skill set of everyone who engages with clients experiencing vulnerability.

Read More on how CBA is responding, and learning pathways for your organisation and teams.

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SOCAP Whitepaper Dealing with customer complaints challenges in the financial services sector

10 February 2020

The Hayne royal commission emphasised the importance of effective complaint handling and identifying consumers in vulnerable circumstances.

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You're the Voice - Advocating for Consumers

10 February 2020

Consumer Directions - Listening to Consumers, Spring/Summer edition out now

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SOCAP Research - Return on Investment of Effective Complaints Management

10 February 2020

SOCAP research reveals that every dollar invested in complaints handling has a potential return of up to $10 for an organisation

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Small Business Complaints Toolkit

10 February 2020

Size really doesn’t matter. SOCAP presents the Small Business Complaints Toolkit, a free resources for complaint handling, for businesses of all sizes.

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John Wood Scholarship 2019

10 February 2020

How has winning the SOCAP John Wood Scholarship for 2019 changed the life of Aishar Hannington?

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