1. Color Coding of Minor Concerns for Escalation
Applicable to Philippines Origin

2. Color Coding of Minor Concerns for Escalation
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
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

3. Color Coding of Minor Concerns for Escalation
Code Red
Customers that have urgent and critical concerns that need immediate resolution.
Sample:
Life threatening situation/s
Irate customers threatening to sue LBC; damage reputation and taint brand image
Customers that have connection with influential people from government agencies or from LBC top management.
Customers that are connected to media entities
Concerns must be resolved/closed by PH Processors by 12nn within the day.

4. Color Coding of Minor Concerns for Escalation
Code Blue
Customers that have urgent but not critical concerns and can still be managed without causing negative repercussions to LBC.
Sample:
Customers complaining but is not a life threatening situation
Not threatening to sue/defame LBC
Not connected to government agencies or mass media
Does not have a connection with influential people from LBC top management
Concerns must be resolved/closed by PH Processors by 4pm within the day.

5. Color Coding of Minor Concerns for Escalation
Code Yellow
Customers who are manageable and who are willing to accept feedback during the course of their concerns.
Concerns must be resolved/closed by PH Processors by the following day before 12nn.

6. Guidelines in Processing the Minor Concerns for Escalation through Color Coding
INBOUND AGENT:
Analyzes the minor concern if it is “Code Red”, “Code Blue”, or “Code Yellow” based on the set parameters for color coding prioritization.
Sends escalation and logs the concern in the Minor Concern Tracker of Sharepoint and tags it according to the color coding prioritization.
“Code Red” - urgent and critical concerns
Must be logged on or before 11am. (To give ample time to PH processor in giving feedback to the customer on or before 12nn.)
“Code Blue” - urgent but not critical concerns
Must be logged on of before 3pm. (To give ample time to PH processor in giving feedback to the customer on or before 4pm.)
“Code Yellow” - manageable customer concerns and will be tagged as code red next day.
Can be logged at any given time within the day but must be addressed by 12nn the next day
Exceptions to the rule:
All “Code Red” received after 11am will be logged as “Code Blue”. (To be resolved by the PH Processor by 4pm within the day.)
All “Code Red” and “Code Blue” concerns received after 3pm will be logged as “Code Red”. (To be resolved by the PH Processor soonest within the day.)
Note:
Agents who will incur invalid tagging of the color coding will merit an NTE due to violation in SOP.

7. Guidelines in Processing the Minor Concerns for Escalation through Color Coding
PH PROCESSOR:
Retrieves and handles the logged minor escalations in Sharepoint and uses the escalation sent by the agent as reference.
Prioritizes the tagged minor escalations based on color coding:
“Code Red” - urgent and critical concerns
must be resolved by 12nn within the day
“Code Blue” - urgent but not critical concerns
must be resolved by 4pm within the day
“Code Yellow” - manageable customer concerns
must be resolved by the following day by 12 nn
Note:
If a “Code Red” was logged after 3pm, the PH Processor must resolve it soonest within the day.

8. Thank you!