CMOS & Escalation Process Training

PURPOSE It is our utmost desire to always “PLEASE AND DELIGHT” our customers. When we fail to deliver what we have committed, it definitely results to “dissatisfaction” and “breach of contract”. Therefore, any associate in the organization is expected to have a mindset of “DOING WHATEVER IT TAKES” to mitigate or lessen customer’s claim or address any area of discontentment, alleviate annoyance experienced with any of our services. With this Training, we believe that there is still a way of “keeping” unhappy customers if their concerns are attended to with urgency and special attention.

COVERAGE – LBC PRODUCTS & SERVICES Domestic and International In-bound Delivery Services classified and identified as follows:

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

DEFINITION OF TERMS 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. ODZ-Unadvised Out of Delivery Zone

DEFINITION OF TERMS 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

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. SHORT RELEASE/DELIVERY- partial release or partial delivery of money or cargo to the named recipient MISSING –non-delivery of money/goods after 3 days from date of acceptance. NO DATA – no delivery status in the Track and Trace System for Two (2) days below from date of acceptance

DEFINITION OF TERMS 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

DEFINITION OF TERMS UNPROCESSED - Incomplete/Failure to Process customer transaction MISSED PICK-UP – Scheduled customer booking that was not picked up. UNDELIVERED LBC/NON LBC BOX – customer request box that was not delivered UNCONFIRMED PICK-UP SCHEDULE – customer booking not confirmed by origin

DEFINITION OF TERMS 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 CMOS –Customer Management Online System where customer major concerns is being logged for tracking, resolution and/or fulfillment

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

COMPLAINT - FILING PROCESS

GUIDELINES ON CLAIM After analyzing the complaint if for immediate and/or subject for further investigation, Branch and/or Contact Center Associate will log the complaint to CMOS to formalize the case.

COMPLAINT - FILING PROCESS The Associate who received the complaint should do the following: Listen to the Customer Empathize and never argue with the Customer Request the Customer to send formal complaint to the origin (this is for USA and Canada only) For those customers not complaining but with obvious deviation on our delivery commitment, Associate will still considered it as complaint and informed customer that he/she will qualify for the automatic refund upon validation. If there is immediate basis on the refund based on the track & trace refund will be approved outright during the conversation with the customer as first call resolution

COMPLAINT Who Can File a Complaint? Shipper/Consignee can file a complaint coming from all customer touch points

COMPLAINT Types of Complaint

CLAIM / REFUND Who can file a Claim? Shipper Consignee with written authorization from the Shipper Who can handle Claim? Any member of the Organization can handle Claim however approval of the refund is subject for approval in reference to the refund matrix

GUIDELINES ON CLAIM 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

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)

LIMITS OF LIABILITY The limits of Claim to be approved shall depend on its classification, as follows: For a Claim arising from Delayed Delivery- refund the freight charge regardless of product type.

LIMITS OF LIABILITY For a Claim amount beyond the freight charges and/or declared value, if beyond the authority, this should be coordinated to the authorized Staff or Officer for approval thru email

CUSTOMER REQUEST

DEFINITION OF TERMS 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

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

DEFINITION OF TERMS 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

DEFINITION OF TERMS POD – Shipper/Consignee request for Proof of Delivery 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

DEFINITION OF TERMS CORRECTION OF CONSIGNEE NAME – Shipper requesting to correct name of his/her consignee DELIVERY OF SUPPLIES – shipper requesting for delivery of LBC supplies

TYPE OF CUSTOMER REQUEST

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 Request are customer initiated with delivery commitment within the LEADTIME All request as a result of a complaint should not be tagged as request Example : Scenario1 Customer is requesting for Incident Report due to Delayed Delivery Associate should log this in Minor Tracker as Delayed Delivery and not request

Thank You!