PH Processor

Customer Relations CMOS Training CUSTOMER COMPLAINT DEFINITION OF TERMS: • CUSTOMER - any person sending or receiving money, documents or cargo to and from LBC • COMPLAINT - An verbal or written statement by any Customer expressing discontent with the Company’s services or products and personnel • CLAIM - A customer demand, verbal or written, asking the Company for compensation due to non fulfillment of committed services • FILING – the act of validating the Customer’s Complaint or Claim on the same day from receipt thereof • SETTLEMENT – the act of paying the Customer’s claim which is within the same day from receipt of the claim. This is also called “IMMEDIATE SETTLEMENT” • RESOLUTION - the findings after a conducted investigation determining whom and where to charge any approved claim. • PERSONNEL - behavior unbecoming of an Associate towards Customers • DELAY - inability to fulfill the delivery of goods within the agreed time commitment.

Customer Relations CMOS Training CUSTOMER COMPLAINT DEFINITION OF TERMS: • ODZ - Out of Delivery Zone • MISROUTED - shipment/money was forwarded to wrong destination • MISRELEASE - release of documents/cargo/money to other person not the named consignee • MISDELIVERY - delivery of documents/cargo/money to a person not the named consignee and/or not at the given address • SPOILAGE - food stuff beyond human consumption or withered flowers • DAMAGE - destruction or breakage of the shipment due to poor handling • MISSING – non-delivery of money/goods after 3 days from date of acceptance as declared by the Delivery Data Center (DDC) • NO DATA – no delivery status in the Track and Trace System for Two (2) days below from date of acceptance

Customer Relations CMOS Training CUSTOMER COMPLAINT DEFINITION OF TERMS: • PILFERAGE – the act of tampering a shipment which may result to partial or total loss of the declared item/s and which requires establishment of proof before settlement but period of investigation must not exceed Seven (7) days from date receipt of the complaint • NON-REMITTANCE - not remitting the total People’s money and/or Cash Sales where coordination with Financial Services Department and Area Head Office respectively is a MUST for confirmation purposes PRIOR to immediate settlement • SHORT REMITTANCE - not sending the whole amount of People’s money or Cash Sales where coordination with Financial Services Department and Area Head Office respectively is a must for confirmation purposes PRIOR to immediate settlement • SHORT RELEASE/DELIVERY - partial release or partial delivery of money or cargo to the named recipient • UNPROCESSED - Incomplete/Failure to Process customer transaction • MISSED PICK-UP – Scheduled customer booking that was not picked up

Customer Relations CMOS Training CUSTOMER COMPLAINT DEFINITION OF TERMS: • UNDELIVERED LBC/NON LBC BOX – customer request box that was not delivered • UNCONFIRMED PICK-UP SCHEDULE – customer booking not confirmed by origin • BX DOUBLE ENTRY - transaction posted twice to merchant account • BX INCORRECT POSTING - either wrong account number/account name/amount/merchant encoded /posted to merchant • BX UNPOSTED PAYMENT - payment/transaction un posted/unremitted to merchant account • BX VOID TRANSACTION - due to wrong encoding of account number/amount/name/merchant • FORTUITOUS EVENT - acts of God such as typhoon, earthquake and other natural disasters that may exempt the Company from loss or damage of the shipment provided that such incident is the only and proximate cause of the loss or damage of the shipment • FORCE MAJEURE - acts of man like strikes or war that may exempt the Company from liability for non-fulfillment of its obligations provided that such incident is the only and proximate cause of the loss or damage of the shipment

Customer Relations CMOS Training CUSTOMER COMPLAINT DEFINITION OF TERMS: • CMOS – Customer Management Online System where customer request and complaint is being logged for tracking, resolution and/or fulfilment COMPLAINT CHANNEL • Direct Complaint/Claim - these are filed in writing either thru email (customercare@lbcexpress.com) or thru a formal letter addressed to any LBC Office or personally when Customer visits any LBC Office • Indirect Complaint/Claim - these are filed verbally without any written complaint or claim and done thru other customer touchpoint

Customer Relations CMOS Training COMPLAINT: Who can file a complaint? • Shipper/Consignee can file a complaint coming from all customer touch points Processes on Customer Complaints • Filing Process • Resolution Process Complaints on Company Products & Services and Personnel Behavior

Customer Relations CMOS Training CLAIM / REFUND: Who can file a claim? • Shipper • Consignee with written authorization from the Shipper Who can handle claims? • Any member of the Organization can handle Claim however approval of the refund is subject for approval in reference to the refund matrix

Customer Relations CMOS Training GUIDELINES ON CLAIM: • Types of Delivery Status may or may not be Valid for Refund but always subject for thorough investigation. The following are the status of shipment subject for investigation which issues are based on the Track & Trace: Missing Damage Pilferage For all approved Claims, the following documents shall be secured: Deed of Release and Quit Claim duly accomplished by the Claimant Petty Cash Voucher duly signed by the Claimant Original Copy of the LBC Official Receipt In case of Consignee/Claimant, shipper’s authorization letter

Customer Relations CMOS Training GUIDELINES ON CLAIM: Exceptions to Immediate Settlement are as follows: Claims due to fortuitous events or force majeure-claim can be denied because such an event is beyond the Company’s control (See Terms and Conditions at the back of LBC Receipt) Claims arising from alleged Pilferage- claim can be denied if there is a record showing that shipmen was received in good order and condition. (See Terms and Conditions of the LBC Receipt) Claims filed beyond Thirty (30) days –claim can be denied (See Terms and Conditions at the back of LBC Receipt) Approval of Claims beyond the refund policy should be the discretion of the Area Head subject to justification and limited to his approving authority.

Customer Relations CMOS Training CUSTOMER REQUEST DEFINITION OF TERMS • SHIPMENT STATUS – Shipper requested for information on the status of particular shipment • REDELIVERY – Shipper requested for re-delivery of his/her shipment • RETURN TO ORIGIN – Shipper requested that his/her shipment to be returned in the branch origin • RETURN TO SENDER - Shipper requested that his/her shipment to returned his/her shipment • ADDITIONAL CONSIGNEE – Shipper requested for additional recipient of his/her shipment • CORRECTION OF DELIVERY ADDRESS – Shipper requested for the correction of his/her consignee /recipient address • TRANSFER FOR PICK-UP – Shipper request that his/her shipment to be transfer to particular branch to be pick-up by his/her consignee • NEW DELIVERY ADDESS – Shipper requested to change the delivery address of his/her shipment • DDR – Shipper/Consignee request for Daily Delivery Report • POD – Shipper/Consignee request for Proof of Delivery

Customer Relations CMOS Training CUSTOMER REQUEST DEFINITION OF TERMS • ITEM/DATA RETIRIEVAL – Shipper/Consignee request for retirieval of shipment information and or actual shipment • RECIPIENT VERIFICATION – Shipper requesting for validation of his/her recipient • CORRECTION OF CONSIGNEE NAME – Shipper requesting to correct name of his/her consignee • BOOKING – shipper requesting for pick-up schedule • FOR TRACER – Shipper/Consignee requesting to trace his/her shipment • TRACKING NUMBER – Shipper requesting for his/her tracking number • DELIVERY OF SUPPLIES – shipper requesting for delivery of LBC supplies • REMITTER FORM – Form where First Time sender will accomplish before making making a remittance transaction

Customer Relations CMOS Training REQUEST Who Can File a Request? • Shipper or Consignee can file a complaint depends on the type of request (See Request Matrix) GUIDELINES ON REQUEST • Requests are customer initiated with delivery commitment within the LEADTIME • All request as a result of a complaint should not be tagged as request Example: Scenario 1: Customer is requesting for Incident Report due to Delayed Delivery CMOS Handling: Associate should log this in CMOS as Delayed Delivery and not request

Enhanced Process for Resolution of Major and Minor Customer Concerns Team Leader 2 1 Inbound agent Backroom 3 Outbound agent 4 Qualifies and analyzes if the request/complaint is valid Monitors the feedback of the concerned BU to the customer’s minor concern. Monitors and coordinates resolution of major concerns to concerned BUs. Calls the customer to confirm if the minor concern has been resolved within the SLA. If fulfilled/resolved by BU, will endorse the concern to Outbound Team for call out to confirm with the customer. If minor concern has been resolved, will close the case. If valid, will qualify if it’s a minor or major concern. If feedback / resolution has been given by BU, will call customer to update within SLA of 24 hours. If resolution wasn’t given by BU within the SLA, will call BU to expedite the resolution. If minor concern has not been resolved, will endorse to Backroom for proper handling. No creation of ticket, but outbound must monitor it with Backroom and ensure resolution within the day. If minor concern, will send email to concerned BU – for monitoring of own Silo. No need to create ticket. If no feedback / resolution was received from BU, will call BU to expedite resolution. TL must monitor this and see to it that it will be resolved within SLA of 24 hours. Backroom Team must have 1 buddy agent from Outbound Team to work closely in resolving major concerns. Outbound Team must have 1 buddy agent from Backroom Team to work closely in resolving major concerns. If major concern, will create CMOS for monitoring and handling of Backroom Team. No need to send email escalation. Same process for all major concerns.

List of Minor and Major Concerns Delayed Delivery - Local Shipment BX Complaint - Void transaction Shipping Cart - Payment facility not working Missed pick-up Remittance - Branch no available fund Shipping Cart - Features not working Undelivered LBC Box Remittance - Cant withdraw SNS card Shipping Cart - Non-receipt of notification No reply - 2910 Remittance - IPP Sys offline Shipping Cart - Non-receipt of payment confirmation Correction of Delivery Address Remittance - Short released Shipping Cart - Unprocessed transaction (for ship-out) New Delivery Address Remittance - Unprocessed Shipping Cart - Track and trace not working DDR/POD/Manifest Unadvised ODZ Shipping Cart - Ship via sea cargo Return to Origin Unprocessed - Transaction Shipping Cart - Ship via air cargo Return to Sender Unprocessed - NSO Shipping Cart - Hold the item Additional Consignee Unprocessed - Passport Shipping Cart - Return the item to merchant Correction of Consignee's name Unprocessed - Balikbayan box Shipping Cart - Return the item to customer Booking Unprocessed - Local shipment Shipping Cart - Request for transaction history Supplies Shipment Status - No data / No update Shipping Cart - Others Resend Text Confirmation Misrouted   Transfer for pick-up Item retrieval Redelivery Recipient Verification BX Complaint - Unposted payment Tracking Number

List of Minor and Major Concerns Damage Personnel - Money related Delayed delivery - Balikbayan box Personnel - Negligence Delayed delivery - FSA Personnel - Poor customer service Delayed delivery - International Outbound Personnel - Reckless driving Delayed delivery - NSO / Passport Personnel - Rude Misreleased Personnel - Wrong encoding Missing Personnel - Wrong posting of delivery status Personnel - Did not note customer instruction Pilferage Personnel - Giving wrong information Remittance - Delayed delivery Personnel - Lack of knowledge / Icompetent Spoilage

Agent’s Email Escalation Template Sample Agent’s Email Escalation Template Email Subject: Country Origin/Reported Concern/Tracking number/Booking ID Recipients: To: Concerned BU Cc: Concerned TL/s per team/origin; team members; assigned QA per team Note: To be used by the agents when sending email escalation of customer’s minor concerns to the concerned BU. Agents will use their own personal office email in sending this.

HIERARCHY OF ESCALATIONS Business Units Initial Email 1st follow-up 2nd follow-up 3rd follow-up Delivery Delivery Team Delivery Manager Regional Managers: VP-Systems: Gerard Payaoan Delivery Team Leader (Please see SDD directory) NCR- Rogelio Miciano Luzon- Gerardo Alcala Visayas/Mindanao-Jayson Boncajes Vitas Joselito Almirol Glen Garcia VP-Systems- Gerard Payaoan   Exchange Team Head (please see SDD directory) Marilou Beltran Branch Area Head SVP-Express: Oliver Valentin Branch Team Leader NCR- Jesus Venice Arias Northern Luzon- Franklin Rifareal Southern Luzon- Reynaldo Esteban Visayas-Leonardo Divinagracia Mindanao-Cesar Atibagos

ESCALATION MATRIX FOR PHILIPPINES For reference to the Escalation Matrix, please click on the object below:

Thank you!