Handling customer disputes well affects your entire business, so it is critical to do it well.
In the latest episode of the Power of Prepaid Podcast, the NBPCA talks with Loraine DeBonis, marketing and communications director for Ubiquity Compliance Solutions. We talk about the best practices for error resolution and best practices for handling cardholder disputes. We cover why good error resolution practices are important for customer service, preventing fraud, and regulatory compliance.
Keeping customers secure and happy is an important part of error resolution, but doing so can mean taking error resolution outside of the customer service context. Investigating a possible fraud is not always best handled by departments whose first job is to keep the customer happy. This is doubly true when it comes to cases where the customer is trying to put one over on the company.
Implementing good best practices, conducting strong investigations, and having the right people working on dispute resolution are keys for a successful program. The dispute resolution process can save money by preventing fraud. It also can help avoid regulatory hassles, because the regulators will be watching how companies handle their customer complaints.
Learn more by listening here.
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