Solving Disputes Is Good Customer ServiceCynthia Pasciuto J.D.
January 24, 2012 — 1,156 views
As a lawyer how I work is to help businesses resolve disputes with mediation and training. I love what I do because I see my clients save relationships, time and money. Most businesses are confused about what dispute resolution is and automatically think abotu collection agencies. I want to shed light on how conflict resolution can help your business succeed by demystifying the process.
First, there are diffrent forms of dispute resolution-negotiation, mediation and arbitration are the most common. Negotiation does not involve a third party neutral, but mediation and arbitration do. In arbitration, the neutral is the decision maker while in mediation the mediator is a facillitator.
I belive in using examples and in light of the upcoming Supreme Court case that will decide about the federal health insurance mandate, health care billing can be used. Have you ever gotten a medical bill and then contacted the hospital only to get no answers? Or worse, a surly attitude?
Latest statistics say that 60% of bankruptcies are caused by medical billing. What is more unfortunate is that a majority of people that are going through bankruptcy due to medical bills have health insurance. There has to be a better way, and dispute resolution can provide that better way.
Hospital staff can be trained in the collaborative negotiation style which stresses win/win. The billing staff should always be the first connection and step with the consumer. The staff would be trained in the collaborative style, and be able to listen and help the consumer.
If that is not sufficient, then utilizing a mediator like Kaiser Permanente of California uses for quality control, but instead for billing. Mediators are trained neutrals who can facilitate decision making between parties, making sure they hear each other and come up with reality based solutions.
Imagine avoiding collection agencies, their hard tactics, and coming up with a practical solution that is based on good customer service.
You may think- this can only benefit large corporations and hospitals. That is not the case at all. This type of training and step by step process of resolution is good customer is affordable to all. You can have a program that fits your needs. In a time where reviews are so important- you want to make sure that you are doing what you can to retain your clients and have a positive company.
Cynthia Pasciuto J.D.
True North Business Consulting, LLC
Cynthia Pasciuto is a trained mediator and adjunct professor of Alternative Dispute Resolution. In her businesses she has given numerous presentations to help small businesses. She is also a volunteer court mediator.