I really would like to find out if and how any of the councils manage repeat difficult customers.
A number of difficult customers (with extensive history of calling, abuse and complaints) have been identified and we have started talking about ways to try and manage this. Trying to identify who would be their case manager – ensuring the customer is dealt with the same officer each time, (this manages our time internally), how to identify their phone number on our system so customer service can follow a protocol.
Does anyone already do this? Is there some way you have made this work for you? I would really be interested in any processes or feedback. thank you all!