Title: “Ethics-The Art of Ethical Customer Service” 

Presenter: Pam Coder, CSR

Learning outcomes:

Learning objectives include making sure you are following the UFM, making sure you are following the correct rules – Federal or State; video only depos and following correct transcription; games we have to play for coverage; accepting bonuses; possible new business model – can we collect upfront.

Content outline:

This session will include an open discussion of our industry with audience participation, a game of can you ethically do that, and a PowerPoint presentation.

Participants will discover:

Gift-giving and receiving, the dos and don’ts.  We will discuss the difference between State and Federal rules dealing with signature and method of reporting, as a PowerPoint presentation.  Are bonuses the right way to gain coverage and are too many reporters waiting until a bonus is offered to take the job.  Also, how can we as reporters help law firms understand the importance of scheduling and working with our reporting firms when not receiving gifts and incentives?  Are gifts and incentives really necessary in today’s climate?

Participants will learn:

NCRA Code of Ethics dos and don’ts; the art of gaining clients without gift-giving and incentives; Federal Rules vs. State Rules and how they differ regarding signature and method of reporting.  When does customer service cross the line?  Can you give excerpts to one side without notifying the opposing side?  Did you know some states call For The Record/ER/DR people “court reporters?”  Are you sure you are following your state’s rules?  Where to find the rules.  How to decipher them or who to go to if you need help.

Appropriate Methodology:

This session is highly interactive and open to a huge discussion between freelancers and officials.  We will be using games,  open forum discussion, audience participation, PowerPoints, and interaction with the presenter to refresh ourselves on our ethical obligations as reporters not only to attorneys but to the reporting firms who use our services.