____Better Business Bureau 1. A give and take between participants ____Mediation 2. Legal process involving fact finding and decision ____Arbitration 3. Process to resolve difference between participants, not legally binding ____negotiation 4. Plays a leadership role in resolving customer and business complaints Match the word in the left column with the definition in the right column (8) ____Service Recovery 1. Includes body language and eye contact ____Standards 2. A benchmark to achieve or exceed ____Softening techniques 3. Database used by CSR’s on resolving customer service issues ____Knowledge base 4. Providing solutions to customer problems in an effort to retain the customer
____Better Business Bureau 1. A give and take between participants
____Mediation 2. Legal process involving fact finding and decision
____Arbitration 3. Process to resolve difference between participants, not legally binding
____negotiation 4. Plays a leadership role in resolving customer and business complaints
Match the word in the left column with the definition in the right column (8)
____Service Recovery 1. Includes body language and eye contact
____Standards 2. A benchmark to achieve or exceed
____Softening techniques 3. Database used by CSR’s on resolving customer service issues
____Knowledge base 4. Providing solutions to customer problems in an effort to retain the customer
Dispute resolution usually belongs to one of many different methods applied to resolve disputes among the parties, including through negotiation, arbitration, mediation, collaborative regulation, and litigation.
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