Kicking Fraud to Death
TABLE OF CONTENTS
Introduction
Chapter 1 - Nightmare on Chestnut Street
Chapter 2 Risk Management
Chapter 3 - The Pareto Principle
Chapter 4 - Terms & Conditions
Chapter 5 – Website Security
Chapter 6 – Three Dreaded Words
Chapter 7 - Prevention!
Chapter 8 - Welcoming Complaints
Chapter 9 - Complaint Management - The 8 Steps
Chapter 10 - Going That Extra Mile
Chapter 11 - Scammed Again!
Chapter 12 - Types of Fraud
Chapter 13 - The Steps to Prevention - Security
Chapter 14 - The First Level of Protection - Countermeasures
Chapter 15 - The Second level of Protection - Verification
Chapter 16 - Reductions & Recovery
Chapter 17 - Tips & Hints
Chapter 18 - Links & References
This book is about how you can reduce two major handicaps in your life: Fraudulent Orders and Customer Complaints.
Quite separate subjects you may rightly point out but there is a link between the two in many ways.
Both are unpredictable costs to some degree, as you do not know when they are going to smack you in the face. A fraud may not be discovered until well after the event and by then funds can be irretrievably lost. Complaints can result in huge compensation claims, loss of time and income, not to mention reputation and loss of future potential income from existing and new clients.
Both have hidden costs. As well as loss of income due to fraud, compensation claims arising from successful complaints there are extra hidden costs such as employees time, wages, management tied up in legal proceedings, insurance premiums, and so forth.
One can be the result of the other or follow on from the other.
Both are reducible with the use of Risk Management. Correctly applied Risk Management can reduce the expense and consequences of both fraud and complaints for the small business. Large corporations are willing to spend thousands of dollars on Risk Management in the sure knowledge that they will be saving millions in lost income, time, money wasted, reputation loss and compensation claims.
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