摘要：Settling customer dispute can be done using oul of courl dispute settlement in conciliaation, medialion, and arbitration ways. Initial step in settling the customer dispute done using negolialion model. The prosess of oul of court dispute seltlement utilizes alternative dipule resolution for civil responsibility aspect.
关键词：Customer Dispute; Civil Responsibility; Out of Cou Dispute Settlenent; AlternatiNe Dispule Resolution
