O'Reilly logo

Complaint Management Excellence by Sarah Cook

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

08

Conciliation, mediation and arbitration

If complaints cannot be resolved directly between the customer and the organization, they can be referred to third-party dispute resolution. In this chapter I discuss what conciliation, mediation and arbitration are. I then go on to look at mediation skills that complaint handlers can adopt in-house when dealing with complex, escalated or re-opened complaints.

Conciliation, mediation and arbitration

If a customer and an organization cannot come to a mutually acceptable agreement, either party can use the services of unbiased individuals or panels to resolve disputes through conciliation, mediation and arbitration.

•  Conciliation is where a neutral conciliator brings the parties together and encourages ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required