Customer Complaints Media Escalation Threats

C R E A T E D B Y F R E E D M A N A N S E L M O L I N D B E R G L L C F O R B A N K O F A M E R I C A N E T W O R K H A N D L I N G O F C U S T O M E R C O M P L A I N T S M A Y 2 0 1 2

B A C K G R O U N D

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Definition of Media Escalation Complaints

R E Q U E S T I N G T O G O O N R E C O R D A S B E I N G D I S S A T I S F I E D W I T H T H E C O N D I T I O N O R R E S O L U T I O N O F A S E R V I C E R E Q U E S T O R R E F E R E N C I N G L E G A L O R M E D I A A S S I S T A N C E O R R E Q U E S T I N G T O E S C A L A T E T H E I R P R O B L E M B E Y O N D Y O U R I M M E D I A T E M A N A G E M E N T .

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Customer Complaint Trigger Language

I’m going to contact the news media I’m going to contact the radio station so they can tell everyone I’m going to call my attorney about how you have treated me This is not legal I want the number/ address for your president so that I can call/ write a letter I expect you to respond to my problem in writing FAL LLC | Privileged & Confidential

Customer Complaint Trigger Language vs. Customer Criticism and Media Buzz Language

IDENTIFYING THE DIFFERENCE BETWEEN THE TWO

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Criticism and Media Buzz Language

Criticism Media Buzz Language Your bank is horrible.

You can’t refund my fees, but you sure can take the TARP money.

Your fees are too high and I don’t like them.

I am going to tell all of my neighbors about this.

I am closing my accounts because you don’t know how to conduct business.

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You’re charging all of these fees to make up for your losses.

How can you get away with charging this new annual fee on my credit card?

I heard your bank president on the news last night.

Understanding the Different Triggers

Customer Complaint Trigger Language Customer Criticism & Media Buzz Language

Complaints containing Customer Complaint Trigger Language Escalated to your supervisor so the complaint is escalated to the client Complaints containing Customer Criticism and Media Buzz Language Does not need to be escalated beyond your immediate supervisor

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Scenario #1

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Scenario #2

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Required Steps

Customer Complaint Trigger Language is used • Notify your Supervisor and/or Manager immediately so client can be advised Media Inquiry • Notify a Partner immediately Criticism or Media Buzz Language is used • Notify your Supervisor FAL LLC | Privileged & Confidential