There are a number of excellent resources which help
organisations to be more responsive to the needs of their
customers. I recently discovered a publication produced by the
Australian Parliamentary Ombudsman which provides practical assistance
on how to better handle the unreasonable demands of a complainant.
Although this resource is written for public sector I have found
it to be a wonderful guide for handling a variety of customers,
clients and staff grievances situations.
To download visit:
http://www.ombo.nsw.gov.au/publication/PDF/guidelines/Managing%20Unreasonable%20Complainant%20Conduct%20Practice%20Manual%202009.pdf
