BBB's staff can provide employee education on such topics as customer service, dealing with difficult customers and handling customer complaints. The bureau will fax information to members warning them of schemes and scams against businesses. The bureau offers members low-cost books and booklets that are industry specific to help consumers make wise choices and decisions. Titles can be purchased in bulk. Business advisory booklets include topics such as computer crimes, office supply schemes, phony invoice schemes, effective customer relations and complaint handling.
Individual pamphlets are available from the bureau at no cost.
Mattingly explained the complaint handling process. The business then has an opportunity to respond, and the response is sent to the consumer. Mattingly said that most often the response and resolution is positive. Member firms are committed to maintaining good relations with their customers. If the dispute cannot be resolved, the bureau offers the option of mediation or arbitration for its members that are enrolled in the BBB Care program, Mattingly said.