Page 5 - Better Business Bureau

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Presented by:
Understanding Cyber Threats: Help Prepare Your Business
Join us for this morning seminar discussing cyber threats and cyber risk management. Learn the current threats, vulnerabilities and emerging cyber trends, and
how you can protect your business. This seminar is designed to help small and medium sized business executives ask the right questions of your chief information security officers, technology partners and vendors.
Keynote Speaker and Moderator:
Jim Scopis – Senior Vice President, Global Information Security, Bank of America.
Panel of Experts:
Starnes Walker – Founding Director at University of Delaware Cyber Security Initiative. Jeffrey Reising – Special Agent, FBI Baltimore, Wilmington Resident Agency. Alexander Major – Partner, McCarter & English LLP-Cybersecurity and Data Privacy. Richard S. Mroz – President New Jersey Board of Public Utilities.
Seating is limited. Reserve your seating at
http://www.delawarebusinesstimes.com/event/cyber-threats
April 12, 2017 | 7:30–10:00am
Delaware History Museum | 505 Market Street, Wilmington, DE
if we get 18-19 positive reviews and one negative, then we realize that it was one out of 18 and maybe they just had a bad day, just like we all do from time to time.”
Lexe Kasey, a Dispute Resolution Spe- cialist, has worked for Better Business Bureau Serving Delaware for 10 years. She says her role is simple: When a con- sumer files a complaint or a review she contacts them and the business in ques- tion and works with them to settle their disagreement.
“I’ve been doing this for a while now and I have a much better feel on how to deal with everybody,” she says. “I find that most people just want to know that they have some kind of recourse if they’re not happy with a product or service. At the same time, we want to make sure the busi- nesses are represented in the right way, because it’s not always their fault.
"Basically, I just try to help them find a middle ground and resolve their differenc- es, and that’s usually what happens—the two sides get together and find a common ground so that everybody is happy.”
Kasey also says that complaints and re- views from consumers have gotten harsh- er in recent years and the overall tone of those complaints can get a little nasty at times.
“People just seem to be a lot angrier nowadays, and I really think social media has a lot to do with that,” she says. “The comments we get now are more intense than they used to be and social media has fed that. People vent all the time on social media and they carry that over when they have a problem or dispute with somebody or something. It’s just not as civil as it used to be.”
And Kasey says there’s only one way to fight fire, and that’s with ice.
“You have to remain civil and polite, even if they’re not,” she says. “It’s import- ant that we listen to the message, and not necessarily how that message is delivered. If we deal with it in a straightforward manner and make sure the consumer knows that we’re on their side, too, then usually they calm down and we can ad- dress their issues. It’s not always easy, but we usually get where we want to go.”
For more information call (302) 221- 5255 or visit www.bbb.org/delaware.
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