Online Dispute Resolution and Customer Support
This webinar presents research data on consumer's experiences with dispute resolution, such as the type of problem they had, what they wanted and what they received. The presentation presents a formula for managing customer satisfaction. It provides a case study on designing and using ODR to resolve customer problems, thus increasing positive word of mouth (reducing negative word of mouth). The presentation also includes some data, along with contrast and comparison information, regarding Spanish speaking and English speaking respondents.
Jo DeMars is President of DeMars & Associates, Ltd., which manages online and face to face dispute resolution programs for companies such as eBay, Professional Warranty Services Corp, Porsche Cars North America, Workhorse Custom Chassis, Winnebago, and Thor Industries. DeMars is a published author and frequent speaker on topics such as customer retention, ethics and online dispute resolution. In 1995 DeMars was recognized the Wisconsin Entrepreneurial Woman of the Year and in 2005 was recognized a Woman of Distinction by the Waukesha County Foundation. She graduated summa cum laude from the University of Wisconsin-Milwaukee.