Good customer service is anexpected part of every com-mercial transaction whether aconsumer is buying at a retailstore or a business is purchas-ing products or services.

We all have expectations ofhow we want to be treatedwhen making a purchase. A

lot of effort goes into makinga sale and buying a product.But what happens whenthere is a dispute that ques-tions the performance orquality of a product or serv-ice? This is a question that allbusinesses must ask and pre-pare a policy for.

Don’t wait to have com-plaints filed. When a disputearises, it’s important to listento the customer and under-stand the issue. A discussionabout the options availableneeds to take place. Pro-longed efforts at resolution,especially when there aresubstantial differences ofopinion, can often increaseanger and do serious damageto reputation and businessrelationships.

After all efforts areexhausted at resolving acomplaint, consider utilizingthe services of a fair, trust-worthy arbitration forum. Dis-putes of any magnitude gen-erally ripple through the livesof all the parties and canaffect health, job perform-ance, family and other rela-tionships. When you can’tsettle a dispute amicably,

seek a resolution with BBBarbitration.

In arbitration, parties sub-mit their dispute to a neutrallicensed attorney arbitratorwho will hear both sides.Arbitration decides the dis-pute, is voluntary and avoidsarduous court proceedings. Itallows the parties to go for-ward either with or withoutlawyers. The arbitrationprocess is efficient, quick andrelatively inexpensive com-pared to the court system.

One aspect of customerservice for companies is to letthe purchasing public knowthat businesses embracemethods of problem solvingthat will take the dispute to aneutral, trustworthy forum.Consider offering BBB arbi-tration as a method of finalresolution of the dispute or

conflict. The BBB serves tohelp with resolution of dis-putes and provides a methodof customer service that allparties can rely on to smooththe stream of commerce.Reach out to customers andlet them know you want themto be satisfied. However, ifthey are not, embrace theconcept of getting a resolu-tion by a method that is notcontrolled by either party.Arbitration is a fair, neutraland trustworthy option thattakes place by selection froma pool of unbiased, trainedattorney arbitrators.

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The BBB recommendsdonors ask the following fivequestions before giving:

1) Is this a charity I can trust? Look at the appeal careful-

ly; some charities’ namessound the same. Do not befooled by names that lookimpressive or that closelyresemble the name of a well-known organization. A com-mon scheme used in charityfraud is name-pirating ofwell-known organizations togain the trust of donors.Check it out first. If someonesays they are with a certaincharity, call the charity direct-ly and verify that who youspoke with or what youreceive really is affiliated withthem. Also, visit the BBB’swebsite www.bbb.org/charityto find out whether the char-ity meets the 20 BBB Stan-dards for Charity Accounta-

bility. These 20 standardsaddress charity governance,finances, fund raising, donorprivacy, and other accounta-bility issues.

2) How will the charity usemy donation?

Ask questions about howyour donation will be used.Beware of appeals that bringtears to your eyes but tell youlittle about what the charity isactually doing. For example,if the charity says it is helpingthe homeless, do they explainhow and where this is takingplace? (Shelter, food, medicalcare, etc.) Watch out forstatements such as “all pro-ceeds will go to the charity.”This can mean that only themoney left after expenses,such as the cost of writtenmaterials and fund raisingefforts, will go to the charity.These expenses can be high,so check carefully.

3) Is my donation taxdeductible?

If you want to take a chari-table deduction for federalincome tax purposes, makesure the organization is taxexempt as a charity undersection 501(c)(3) of the Inter-nal Revenue Code. A charityappeal will usually include areference to this. To verify acharity’s tax status, accessthe IRS database of organiza-tions by viewing Publication78 on the IRS website atwww.irs.gov

4) Can the charity actuallyuse what I am donating?

All charities welcome thereceipt of monetary dona-tions, but some also solicitin-kind donations such asclothing, food, and toys. Ifyou are planning to donateitems to a worthy cause,make sure you know which

in-kind contributions yourcharity prefers. For example,a food bank may prefer fooditems that are not perishablesuch as canned goods, and atoy drive may be seekingnew and not used toys.

5) Am I feeling pressured togive?

Do not succumb to pres-sure to give money on thespot, either immediately overthe phone via credit card orby allowing a “runner” to pickup a contribution. Also, neverdonate in cash. Always use acheck or credit card to docu-ment the donation and tostop payment or dispute ifyou discover a problem. Takethe time to research the char-ity fully; the charity thatneeds your money today willwelcome it just as much tomorrow. ¨

Follow Your BBB Keep up-to-date with thelatest news, press releas-es, blog entries and newlyaccredited businesses!

Like us on Facebook atwww.facebook.com/BBBChicago

Follow us on Twitter atwww.twitter.com/ChicagoBBB

Connect with us onLinkedin www.linkedin.com/company/better-business-bureau-serving-chicago-and-northern-illinois-inc-

Charitable GivingFive Questions to Ask

6

22012

TOP TEN SCAMS 3

45

1OFAs reported to the Better

Business Bureau servingChicago and Northern Illinois

For more information, visit www.bbb.org

TOP TEN SCAMS Chicago and Northern Illinois

Business Bureau servingAs reported to the Better

TOP TEN SCAMS 2012OF

Chicago and Northern IllinoisBusiness Bureau serving

As reported to the Better

TOP TEN SCAMS Advan

history and with little or no background check.2012 and immediate loans despite past credit need cash urgently. They are offered quick This scam attracts vulnerable consumers that

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2and immediate loans despite past credit need cash urgently. They are offered quick This scam attracts vulnerable consumers that

history and with little or no background check.

333ask for money in advance, These services cannot

and immediate loans despite past credit need cash urgently. They are offered quick This scam attracts vulnerable consumers that

history and with little or no background check.

Advance Fees33 with Services

Credit Repair 3ask for money in advance, These services cannot

Work-At-Home Schemes

respond to solicitations for foreign lotteries, Consumers, lured by prospects of instant wealth,

scam inquiries to the BBB. that account for over 33-percent of for 2012 is work-at-home schemes Topping the list of scam activity

Work-At-Home Schemes

respond to solicitations for foreign lotteries,

scam inquiries to the BBB.

Consumers, lured by prospects of instant wealth,

that account for over 33-percent of for 2012 is work-at-home schemes Topping the list of scam activity

1omotions

respond to solicitations for foreign lotteries, ize PrPr

This scam begins by congratulating

11that account for over 33-percent of

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for 2012 is work-at-home schemes

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reports off your credit

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automatically get negative ask for money in advance,

percentage.cut yourdebt by a specific report, or guarantee to

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reports off your credit automatically get negative ask for money in advance,

percentage.cut yourdebt by a specific report, or guarantee to

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respond to solicitations for foreign lotteries,

For more information, visit

Foreign Lotteries

but this is illegal in the United States. respond to solicitations for foreign lotteries,

www.bbb.orgFor more information, visit

the prize.

but this is illegal in the United States.

pay money in order to receive toIt follows by requiring the consumer of a valuable prize or cash

for being the winner a consumer This scam begins by congratulating respond to solicitations for foreign lotteries,

www.bbb.org

pay money in order to receive It follows by requiring the consumer

award. of a valuable prize or cash for being the winner

This scam begins by congratulating

rketingtive Telemay Deceple bSa

Office Supplies

prices for inferior merchandise.

pretending to be a regular supplier of office supplies and charge higly inflatedpretending to be a regular supplier of Telemarketers target small businesses

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prices for inferior merchandise.

pretending to be a regular supplier of office supplies and charge higly inflatedpretending to be a regular supplier of Telemarketers target small businesses

BBB Honors Members

BBB Chair RoySpencer presentsDave Kelly, Director ofFranchise Marketingfor Midwest & PacificNorthwest for DexOne Corporation, withthe Torchbearer of theYear Award, the topannual individualhonor presented bythe BBB 86th AnnualDinner Meeting.

Torchbearer of the Year

Lifetime Achievement Award

Rob Stafford of NBC5presents the James E.Baumhart LifetimeAchievement Award toGerald M. Cole for hislong term personaland professional dedi-cation to the BBB atthe 86th Annual Dinner Meeting.

10

9

78

contributed by new investors.

of purported returns to existing This scam involves the payment

Companies

contributed by new investors.

77investors from funds

of purported returns to existing This scam involves the payment

CompaniesPyramid

to wire money to a foreign country.They then convince consumers mask where they’re calling from. legitimate phone numbers that government agencies and Scammers use the names of

Debt Relief Services

to wire money to a foreign country.

88They then convince consumers mask where they’re calling from. legitimate phone numbers that government agencies and Scammers use the names of

Debt Relief Services

8

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raise the fee substantially 99 repair or yard work at low prices, but then state-to-state offering services for Con artists move from town-to-town and

9

once the work is raise the fee substantially repair or yard work at low prices, but then state-to-state offering services for Con artists move from town-to-town and

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that the delivery of the sweepstakes prize is once the work is repair or yard work at low prices, but then

home Con artists move from town-to-town and

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that the delivery of the sweepstakes prize is scams, these imply promotion Similar to prize

that the delivery of the sweepstakes prize is scams, these imply

done and use intimidation to obtain payment99 raise the fee substantially

by “Traveling” WorkersPaving, Painting, Home Improveme

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done and use intimidation to obtain paymentonce the work is raise the fee substantially

by “Traveling” WorkersPaving, Painting, Home Improveme

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‘Shred It & Forget It’ is theperfect opportunity for busi-nesses and consumers toprotect their identities byshredding any personal,financial or confidential doc-uments for FREE.

Saturday, June 22, 2013

United Center

1901 W. Madison Street Lot EChicago, IL 60612

9:00am - 1:00pm (Gates close at 12:45pm)

As of January 1, 2012, theElectronic Products Recy-cling & Reuse Act requirespeople to recycle their elec-tronic devices including tele-visions, monitors, printersand computers, rather thanallow them to be disposed ofin a landfill. While shreddingyour paper, you are encour-aged to recycle your elec-tronics at the event. To learn

more about the electronicsthat you may recycle, visitwww.chicagoshreds.com

The Better BusinessBureau will be hosting theevent along with the City ofChicago, Chicago PoliceDepartment, FBI, FTC, IllinoisAttorney General’s Office,and United States PostalInspection Service. Shred-ding and recycling serviceswill be provided by AcmeDocument Destruction,Beaver Shredding Inc., Chica-go Shred Authority, CintasDocument Management,Shred-It, Inc., and VintageTech Recyclers. ¨

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2013 Escape2013 Fusion

hwy mpg2

EPA-Estimated rating of up to

LocalFordStores.com1Based on highest EPA fuel economy for 2013 vehicles in each segment. 2EPA-estimated rating of 22 city/37 hwy/29 combined mpg. 1.6L manual. Actual mileage will vary. 3EPA-estimated rating of 23 city/33 hwy/26 combined mpg. 1.6L. Actual mileage will vary.

37 hwy mpg3

EPA-Estimated rating of up to 33

Ford beats Toyota in fuel economy in every segment in which they both compete1

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Events for Community and EthicsFBI Award

Boeing Company Award

Steve J. Bernas, president andCEO of the Better BusinessBureau serving Chicago andNorthern Illinois receives the2012 Director’s CommunityLeadership Award from FBIDirector Robert S. Mueller III.

BBB President & CEO SteveBernas (left to right), Co-Anchor of ABC 7 News ThisMorning and Emcee Hosea Sanders, Senior Vice President of the Office ofInternal Governance WandaDenson-Low, and BBB ChairRoy Spencer present theCategory I Torch Award trophy at the Luncheon held at the Hilton RosemontChicago O’Hare on Novem-ber 29.

1-847-470-

847-470-9800*Based on 2012 Ford Motor Company total new retail vehicle sales report.

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