{"id":41139,"date":"2023-10-20T15:11:54","date_gmt":"2023-10-20T15:11:54","guid":{"rendered":"http:\/\/startupsmart.test\/2023\/10\/20\/lessons-from-centrelink-seven-steps-to-undoing-anger-caused-by-automation-startupsmart\/"},"modified":"2023-10-20T15:11:54","modified_gmt":"2023-10-20T15:11:54","slug":"lessons-from-centrelink-seven-steps-to-undoing-anger-caused-by-automation-startupsmart","status":"publish","type":"post","link":"https:\/\/www.startupsmart.com.au\/uncategorized\/lessons-from-centrelink-seven-steps-to-undoing-anger-caused-by-automation-startupsmart\/","title":{"rendered":"Lessons from Centrelink: Seven steps to undoing anger caused by automation – StartupSmart"},"content":{"rendered":"
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Around the world there have been debacles caused by automation. A Michigan government agency wrongly accused<\/a> 20,000 people of fraudulently seeking unemployment benefits. Imagine the angry clients!<\/p>\n

Centrelink started the year badly. An upsurge of complaints about its over-zealous, frequently inaccurate robo-debt collection methods might hopefully spell an end of misplaced bureaucratic faith in automation \u2014 and prompt a review of who really should be targeted in the quest for recouping dollars.<\/p>\n

The Age’s<\/em>\u00a0economic editor Peter Martin described<\/a> the debacle as a worrying reversal of the \u201cinnocent until proven guilty\u201d premise on which our laws are based. It\u2019s certainly a misapplication, or non-application, of good governance principles.<\/p>\n

Looking at this mess from the perspective of Centrelink\u2019s staff, there are nevertheless ways to overcome the anger towards any organisation left mopping up afterwards.<\/p>\n

Public service and serving the public<\/h2>\n

Bureaucratic SNAFUs are not necessarily the fault of the many staff, but if you are on the payroll, you may have to handle the outpouring of anger and complaints. So if you\u2019re employed by a business that has stuffed up, or work for the public service, here are some key strategies to get on with helping to sort the problem.<\/p>\n

1. Avoid blame and accusation<\/span><\/strong><\/h4>\n

Don\u2019t add to the problem by joining in and prolonging the blaming, don\u2019t exaggerate and draw out the negatives \u2014 that is simply adding fuel to the fire.<\/h4>\n

2. Treat everyone individually<\/strong><\/span><\/h4>\n

Remember that each \u201cnumber\u201d who comes before you or who calls you is actually a human being needing attention, despite many having the same issue (with you\/your organisation). Listen to them and show empathy.<\/p>\n

This may be your 100th\u00a0response to the same complaint and it is still not even lunchtime, but it is their first time, so be as fresh and receptive as you can for each new person that crosses your path.<\/p>\n

3. Apologise for problems resulting from your organisation\u2019s processes or mistakes<\/strong><\/span><\/h4>\n

It doesn\u2019t matter whether it is a bottleneck, a mistake, a small or large delay, confusion, or lack of clarity. Acknowledge the problem and apologise on behalf of the business. Say:<\/p>\n

\u201cI\u2019m sorry this has happened.\u201d<\/em><\/p>\n

\u201cWe are sorry this has caused a problem.\u201d<\/em><\/p>\n

\u201cWe are so sorry for the inconvenience.\u201d<\/em><\/p>\n

4. Help people \u2014 courteously, professionally and promptly<\/strong><\/span><\/h4>\n

Most people want to be dealt with promptly and treated professionally \u2014 it\u2019s not that hard, it\u2019s just polite respectful behaviour.<\/p>\n

Ask yourself for each new client, \u2018How can I help this person, so they feel they are treated well?\u2019<\/p>\n

5. Solve problems and find answers<\/strong><\/span><\/h4>\n

People expect you to solve issues and they need you to help them find a clear path to the answers. Know your products and services inside out and deliver that knowledge in a practical, meaningful way, so confusion is removed.<\/p>\n

Don\u2019t assume it is straight forward. It may be to you but not necessarily for someone in a distressed state.\u00a0<\/strong><\/p>\n

6. Deliver consistency, accuracy and reassurance<\/strong><\/span><\/h4>\n

People want reliable consistent service. They don\u2019t like your (organisation\u2019s) mistakes and expect accuracy and advice. Most people also like reassurance.<\/p>\n

7. Summarise the action plans<\/strong><\/span><\/h4>\n

It\u2019s refreshing to hear simple steps to achieve a result \u2014\u00a0and this is a great way to summarise a service scenario. Outline what you will do, and what they need to do, in order to achieve the result needed by both parties.<\/p>\n

A service provider who makes an effort to apply these principles, irrespective of their job title, is already making a sizeable difference.<\/p>\n

Eve Ash<\/em><\/a>\u00a0is a psychologist, author, filmmaker, public speaker and entrepreneur. She runs<\/em>\u00a0Seven Dimensions<\/em><\/a>, a company specialising in training resources for the workplace. See the rest of Eve\u2019s blogs\u00a0<\/em>here<\/em><\/a>.<\/em><\/p>\n

This article was originally published on SmartCompany<\/a>.\u00a0<\/em><\/p>\n

Follow StartupSmart on<\/em>\u00a0Facebook<\/a>,<\/em>\u00a0Twitter<\/a>,\u00a0LinkedIn<\/a>\u00a0and iTunes<\/a>.\u00a0<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

Around the world there have been debacles caused by automation. A Michigan government agency wrongly accused 20,000 people of fraudulently<\/p>\n","protected":false},"author":2,"featured_media":61036,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19,1],"tags":[],"_links":{"self":[{"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/posts\/41139"}],"collection":[{"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/comments?post=41139"}],"version-history":[{"count":0,"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/posts\/41139\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/media\/61036"}],"wp:attachment":[{"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/media?parent=41139"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/categories?post=41139"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.startupsmart.com.au\/wp-json\/wp\/v2\/tags?post=41139"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}