Mediating Customer Service Disputes

Litigation on customer service matters can be expensive in terms of dollars, time, and damage to a business’ image. Speakers Phil Neiman and Susan Weyl discuss the hard and soft costs of small business litigation from the mediator’s perspective,  and offer tips on how to minimize your business risks. Owners of small– and medium sized businesses, HR managers, sales managers, and customer service managers can all benefit from this informative hour.

About the Speakers

Phil Neiman is a skilled mediator who excels at helping people in high-conflict situations find resolution, using an interest-based facilitative model that emphasizes transparency in the negotiation process. He draws on an extensive business background and years as a skilled dealmaker to assist parties to identify options for mutual gain, assess benefits and downside risks to their alternatives, and ultimately reach agreements that are better than those they could make on their own.

 Susan Weyl is a mediator with the San Francisco Office of Citizen Complaints and for the non-profit Center for Human Development Contra Costa County, as well as  mediation coach.  Her mediation specialties include communication, group facilitation, general business conflict and strategy, and customer service and employee issues. She has been working in the field of mediation at least semi-formally for over 40 years.