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. An increase in agitated and anxious customers, calls for upskilling in managing difficult conversations, vulnerability identification and assessment, as well as resilience support for staff are some of the key findings from this national research conducted by SOCAP in August. Opportunities for better customer service through systemic change are being recognised and the value of staff being skilled and empowered to resolve issues.
The report will be released next month followed by member consultation sessions.