1. CashStar Customer Care Info
FandangoNow Customer Care – Working Doc 8/2/17

2. Our Process Preparation Listening Empathy
We provide extensive training for our customer care agents so that they are able to act like managers.
We avoid customer frustration by limiting the number of people a customer has to speak with to resolve an issue.
Our agents are trained and empowered to find solutions and make decisions to satisfy customer requests in the moment, with minimal supervisor input required.
We also encourage our agents to provide constant feedback on areas we could improve upon and give them ownership of the process to let them build their own sense of success.
Listening
We continuously coach our agents to be active listeners, to let the customer speak and get their story out before trying to jump in to resolve an issue.
We also remind our agents to remain calm and help direct the conversation to a positive refrain.
Empathy
We need to have empathy toward our customers, whatever the circumstance may be, because at that exact moment in time the issue the customer is contacting us about may be the most important thing to them and therefore it has to be the same for us.

3. Methods of Customer Care Contact
As Tier 2 support, CashStar’s Customer Care team will provide secondary support to the FandangoNow Agents as well as fraud decisioning. Customer Care team is located in Portland, ME Non Scripted environment to represent brand and natural flow of conversation Phone – :00 am until 8:00 pm ET, 7 days per week - Answered within 24 hours Self Service- Available on-line 24 hours

4. Customer Care Questions
Questions that FandangoNow Can Answer through CashStar OIS Tool:
eGC Resending, reissuing (new address)
eGC Changing message (if not sent yet)
eGC Changing Send Date (if not sent yet)
eGC Printing or viewing
eGC Returning
eGC Questions regarding billing/purchase of
eGC Promotions Questions
Balance Inquiries
Plastic Resend Order Receipt
Plastic Update Purchaser Address
Plastic Track Orders
Plastic Cancel Gift Card
Other Common Questions for the Brand
Redemption information
Product information
Location information
Anything not specific to eGift Cards

5. CashStar Customer Care Escalation Contacts
Dawn Difiore,
Caitlin Oberg,
CashStar Risk Escalation Contacts
Steve Soloway,
Eric Chapman,
CashStar Director Contact
Liam Somers
Director- Customer Care and Risk Operations
office:
mobile:
CashStar Client Success Manager
Kari Johnson

6. FandangoNow Customer Care Contacts (to be completed)
Customer Service Information::
Client Customer Service (CS) Contact:
Client Customer Service of Operations:
Client Customer Service Web Page:
Client Customer Service Phone:
Client Customer Service
Client Customer Service Chat URL: N/A
Escalation Support Contact Info:
Client Escalation Primary Contact Name:
Client Escalation Primary Contact Title:
Client Escalation Primary Contact Phone:
Client Escalation Primary Contact
Client Escalation Secondary Contact Name:
Client Escalation Secondary Contact Title:
Client Escalation Secondary Contact Phone:
Client Escalation Secondary Contact