Non-Voice Training Certification Program for Facebook

Non-Voice Training Certification Program for Facebook Identified agents for Non-voice (FB) will undergo the following training and assessment. Communication Skills - 4 hours Coverage: Basic Grammar and Communication Skills Method: Classroom Activity: Written grammar examination Non- Voice (FB) Process - 2 ½ hours Coverage: Non-voice process for Facebook Activity: Non-voice (FB) Transaction Simulation Non-Voice QA Form Cascade Revalida - 1 hour Written examination Mock non-voice (FB) transaction Passing rate for revalida will be set at 85%. If agent will pass he/she will be officially endorsed as Non-Voice (FB) agent.

Non-Voice Process for Facebook

Non-Voice Process for Facebook Start CUSTOMER Customer sends a message in FB Was it sent through FB PM? No Yes NON- VOICE AGENT Agent will appropriately answer/handle the concern of the customer through FB PM Wall message has no Tracking No.: Agent will acknowledge the message posted in FB wall and will advise the customer that we will reply through PM for security of transaction. Customer acknowledges and agrees with our reply? Message was posted in FB wall Or Wall message has a Tracking No.: Agent will acknowledge the message posted in FB wall and will advise the customer that we will reply through PM, and his/her wall message will be deleted/hidden for security of transaction. End Complaint/Request/Follow-up on Status of Shipment

Non-Voice Process for Facebook Start CUSTOMER Customer sends a message in FB through PM or Wall NON- VOICE AGENT Agent will appropriately answer/handle the concern of the customer through FB PM or Wall Customer acknowledges and agrees with our reply? End Inquiry about LBC Products and Services Yes No

Acknowledge the message, then route the conversation to FB PM! Sample Transactions for Complaint/Request/Follow-up on Status of Shipment Acknowledge the message, then route the conversation to FB PM!

Sample Transactions for Complaint/Request/Follow-up on Status of Shipment We need to protect the customer’s information! Advise that the Wall message will be hidden for security purpose!

Customer’s information is secured! Sample Transactions for Complaint/Request/Follow-up on Status of Shipment Customer’s information is secured! Message thru FB PM

Inquiry about LBC Products and Services Can be answered either through FB PM or Wall. No Personal/Critical information of our customer is at risk.

Suggested Spiels for Facebook Suggested Standard greeting spiel: “Happy morning/afternoon/evening!” (as the case may be) Suggested Spiel for Salutation/Addressing the customer’s name: Eg. The customer’s name is “Raymundo Peckson” “Hi Raymundo” or “Hi Mr. Peckson” or “Hi Raymundo Peckson” Suggested Spiel for promoting other Touchpoints: “For future concerns, you may also email us at customercare@lbcexpress.com.” “By the way, you may also use our website (www.lbcexpress.com) to track your shipment, just select your country and click Track and Trace.” Suggested Closing spiel: Agent’s name must be indicated after the closing remarks. “We are happy to serve you.” “I’m glad to be of help.” “We are looking forward in doing business with you.” “Thank you for doing business with us.” If with unresolved complaint: “Thank you for bearing with us.” “Thank you for bringing this to our attention.”

Suggested Spiels for Facebook If the customer posts his/her message in FB Wall regarding “Complaint/Request/Follow-up on Status of Shipment”, use the spiel below: “Hi Raymundo, happy morning! Your transaction and information is important to us. For security purpose, let us discuss this matter via PM on Facebook. Please be advised that we may also hide this conversation in our Facebook Wall in order to protect your personal information such as tracking number, etc... Thank you! – Julie”

Suggested Spiels for Facebook Suggested Spiel for Inquiry : “Thank you for your interest in LBC. <Followed by your answer to the inquiry.>” Suggested Spiel for Complaint : “We are sorry for what happened. Rest assured that we will look into this right away. Your ticket number for this report is __________. Kindly anticipate the feedback of our support team.” Suggested Spiel for follow-up on Status of Shipment (within delivery lead time): “Thank you for choosing LBC. Based on records, your shipment is <provide the actual status of shipment>. Please anticipate delivery on <indicate the date of delivery>, from 8am-7pm.” Suggested Spiel for Request: “Thank you for letting us know of this concern. This will be coordinated with the concerned team. Your ticket number for this request is __________. Kindly anticipate the feedback of our support team.”

Suggested Spiels for Facebook Sample Suggested Spiel for Inquiry: Hi LBC, I just want to ask if your have a branch in Del Monte QC? Customer: “Raymundo Peckson” “Hi Raymundo, happy morning! Thank you for your interest in LBC. Our LBC Del Monte Branch is located at CRC Bldg. #80 Tolentino St. San Francisco Del Monte, Quezon City. Please take note of the branch operating hours; Mon-Fri: 7:00 AM- 7:00 PM (Branch cut-off is 7:00 PM), Sat: 8:00AM- 6:00 PM (Branch cut-off is 5:30 PM), Sun: 8:00 AM- 5:00 PM (Branch cut-off is 5:00 PM). For future concerns, you may also email us at customercare@lbcexpress.com. We are looking forward in doing business with you. – Julie” LBC Facebook Agent

Suggested Spiels for Facebook Sample Suggested Spiel for Complaint: LBC!!! I’d like to complain your very rude courier!!! I asked him why my box was drenched when he delivered it, then he said “marami pa po akong ide-deliver”. Seriously, he didn’t even bother to say sorry and explain what happened!!! Here’s my Tracking #: 1234567890. Customer: “Raymundo Peckson” “Hi Raymundo, happy morning! We are sorry for what happened. Rest assured that we will look into this right away. Just like you, we want to get into the bottom of this as we do not tolerate such behavior. Your ticket number for this report is 12243546. Necessary corrective action will be given once validated after conducting proper investigation. For future concerns, you may also email us at customercare@lbcexpress.com. Thank you for bringing this to our attention. – Julie” LBC Facebook Agent

Suggested Spiels for Facebook Sample Suggested Spiel for follow-up on Status of Shipment: Hi LBC! I’d like to ask the status of my shipment with Tracking #: 1234567890? Thanks! Customer: “Raymundo Peckson” “Hi Raymundo, happy morning! Thank you for choosing LBC. Based on records, your shipment is already out for delivery today. Please anticipate the delivery anytime within the day, from 8am-7pm. By the way, you may also use our website (www.lbcexpress.com) to track your shipment, just select your country and click Track and Trace. Thank you for doing business with us. – Julie” LBC Facebook Agent

Suggested Spiels for Facebook Sample Suggested Spiel for Request: Hi LBC! My consignee already confirmed that he’s available to receive my shipment on his address by tomorrow till Friday this week. As such, please redeliver my shipment. Here’s the Tracking #: 1234567890. Thank you! Customer: “Raymundo Peckson” “Hi Raymundo, happy morning! Thank you for letting us know of this concern. This will be coordinated with the concerned team. Your ticket number for this request is 12243546. Please be advised that our time frame for processing request is 1 to 2 days. For future concerns, you may also email us at customercare@lbcexpress.com. I’m glad to be of help. Thank you! – Julie” LBC Facebook Agent

Thank you!