CREATED BY FREEDMAN ANSELMO LINDBERG LLC FOR BANK OF AMERICA NETWORK HANDLING OF CUSTOMER COMPLAINTS MAY 2012 Customer Complaints Media Escalation Threats.

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Presentation transcript:

CREATED BY FREEDMAN ANSELMO LINDBERG LLC FOR BANK OF AMERICA NETWORK HANDLING OF CUSTOMER COMPLAINTS MAY 2012 Customer Complaints Media Escalation Threats

BACKGROUNDBACKGROUND FAL LLC | Privileged & Confidential

REQUESTING TO GO ON RECORD AS BEING DISSATISFIED WITH THE CONDITION OR RESOLUTION OF A SERVICE REQUEST OR REFERENCING LEGAL OR MEDIA ASSISTANCE OR REQUESTING TO ESCALATE THEIR PROBLEM BEYOND YOUR IMMEDIATE MANAGEMENT. Definition of Media Escalation Complaints FAL LLC | Privileged & Confidential

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

IDENTIFYING THE DIFFERENCE BETWEEN THE TWO FAL LLC | Privileged & Confidential Customer Complaint Trigger Language vs. Customer Criticism and Media Buzz Language

Criticism Media Buzz Language FAL LLC | Privileged & Confidential Your bank is horrible. 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. You can’t refund my fees, but you sure can take the TARP money. 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. Criticism and Media Buzz Language

FAL LLC | Privileged & Confidential 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 Understanding the Different Triggers Customer Complaint Trigger Language Customer Criticism & Media Buzz Language

Scenario #1 FAL LLC | Privileged & Confidential

Scenario #2 FAL LLC | Privileged & Confidential

Required Steps FAL LLC | Privileged & Confidential 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