By Kim Sue-young
Staff Reporter
What angers civil petitioners? Many citizens could give lengthy responses to this question.
Some may say that civil servants' ignorance to complaints or their reluctance to take responsibility are major sources of anger and frustration.
In response to this, the Anti-Corruption and Civil Rights Commission (ACRC) published guidelines Thursday to help public officials deal with complaints and lessen confrontation with petitioners.
A booklet, titled the "Moment of Real Emotion" (M.O.R.E) advises ways to deal with petitions in a prompt and improved fashion, and also details why citizens get furious and what frustrates them.
Public servants should maintain eye contact with visitors and usher them to an appropriate official to help solve their problems, it says.
When petitioners have to wait for a long time, the book suggests an apology and an offer of a cup of tea.
A soft and kind way of speaking is also essential and detailed answers are required when they cannot immediately deal with petitions in the office, it said.
It is preferable to say, "I am afraid I can't," instead of just saying "no."
When a customer shows up, it is advisable to present clear evidence or related rules, the manual said.
It also presents case studies of situations where citizens were very satisfied with their experience.
In a couple of such cases, an official updated a petitioner whenever there was some progress and another public servant notified a citizen of troubleshooting solutions after the related laws had been amended, the booklet said.
On the other hand, what irritates petitioners is indifference, ignorance and coldness, making excuses and sticking strictly to the rules.
The ACRC plans to distribute the booklet to its officials first to help them practice their service technique, a spokesman said.
Anyone in need of the manual can download it from the ACRC Web site, www.acrc.go.kr.