"The Texas Conflict Coach"® January Radio Programs

The Texas Conflict Coach® Blog Talk Radio program announces our Retail Services Conflict series.  The following episodes are held every Tuesday night from 5:00-5:30 pm PST/7:00-7:30 pm CST/8:00-8:30 pm EST.

To participate, go to the designated link for each program or call-in live at 347-324-3591.

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January 6th:  Retailers and Customers Resolving Customer 
                                  Complaints as PARTNERS     (Pre-Recorded)

Customers and traders have much more balanced relationship now than in the past, due to the role of social media and customer reviews. The key role of online social media forces traders to actively engage in partner dialogue with their customers. Customers will have more significant role also in resolving customer complains. How?  Listen to our broadcast.  Zbyněk Loebl  – CEO of Youstice – founded Youstice as a globally available tool for efficient resolving of shopping issues. His experience with online dispute resolutions originates from managing the development of ADR.EU, the European ODR Centre attached to the Czech Arbitration Court." .

January 13th:  Managing and Measuring the Customer Experience with
                                     Mystery Shopping

Mystery shopping can help companies avoid conflict - and negative customer experiences -  before it becomes an issue. If you've ever found yourself wondering if mystery shopping is too good to be true, join us in a discussion with Rich Bradley, MSPA-NA Board President to learn the facts. Rich Bradley will explain what mystery shopping is, what it is not, how to avoid scams, and how a business can benefit from measuring their customer experience.

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January 20th: How to Resolve Customer Disputes in Today's World

Disputes have existed as long as there have been people. Ways to resolve disputes have also existed just as long. But now, technology has made some of the oldest ways to resolve disputes new again and better than ever! Now you can settle differences with other people or businesses without ever leaving your home, office or business.  "Mark Norych manages the operations of Arbitration Resolution Services, Inc., and oversees the experienced litigators, judges, and magistrates who make up the panel of arbitrators. He is also responsible for managing the company’s Arb-IT™ arbitration system."

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January 27th: From Customer Complaints to Customer Contentment

The program focuses on Zingerman’s Community of Businesses and its philosophies and Customer Complaint Process.  Effectively managing conflict has allowed Zingerman’s to grow from 2 employees to 700 over 33 years.  Like Apple Computers, Zingerman’s delights its customers with its food and its customer relations.

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Thank you for listening in and supporting the program.  Please feel free to share this newsletter with your friends and colleagues. 

Pattie Porter, Host, The Texas Conflict Coach®


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