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Consumer Dispute Resolution Programs

ADR Group International, LLC (ADRGI) works with organizations, their legal departments, and their law firms to design and implement dispute resolution programs to prevent, manage, and resolve conflict and litigation, on both a case-by-case basis and on an enterprise-wide basis.  Multi-mechanism dispute resolution programs, which are particularly effective in dealing with consumer complaints and disputes, provide a high level of customer and company satisfaction.  We offer innovative consulting services to provide an organization with the tools it needs to create and maintain an effective consumer dispute management strategy through the implementation of a tailor-made consumer dispute resolution program.

The Federal Trade Commission, the U.S. Department of Commerce’s Office of Consumer Affairs, and various other federal and state agencies are constantly examining the consumer/customer complaint handling mechanisms utilized by companies.  Those companies with a positive philosophy and reputation for fair complaint management hold a competitive edge in the global marketplace.  The organizations that will emerge at the forefront will take a more proactive and positive stance with regard to their consumer complaints and disputes through the implementation of a program that incorporates multi-step complaint handling mechanisms.

Examples of ADR mechanisms in the consumer context include hotlines, negotiation, facilitation, conciliation, ombuds, mediation, neutral expert fact-finding, and arbitration.

The benefits of a consumer dispute resolution program, in addition to those already mentioned, include:

 
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a reduction in costs;

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a reduction in the time necessary to resolve disputes;

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the preservation of relationships (customer loyalty);

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improved personnel performance leading to increased productivity;

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increased customer confidence and satisfaction;

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improved public relations and enhanced company reputation;

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increased sales;

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better products; and

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enabling businesses to cooperate with Federal and State regulatory agencies

 

ADRGI provides a variety of services related to consumer dispute prevention and resolution, including assisting in the design and implementation of effective programs.  Our design and implementation services include:

 

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Conducting a detailed review of the existing dispute resolution processes and the organizational goals, and providing a recommendation for a consumer dispute resolution program that meets those goals, including program implementation methodology for the organization.

 

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Preparing the documentation, such as the program description, policies and procedures, recordkeeping systems, and communications material, necessary to implement a consumer dispute resolution program.

 

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Developing training programs and training materials, and conducting the training of the organization’s program administrators and other key employees, such as management, sales, service, and public relations personnel, and others necessary to effectively maintain, utilize, and administer a consumer dispute resolution program.

 

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Developing and implementing a program administration protocol, including identifying the processes and information necessary to track the consumer dispute resolution program for pre-program comparative analysis and other purposes.

 

To learn more about how your organization can realize the competitive advantage that a consumer dispute resolution program can provide, please contact Michelle Joy Wecksler, President, ADR Group International, LLC, at 303.981.4868.

 

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Copyright © 2005, 2006 ADR Group International, LLC
Last modified: 08/02/06