1. Treating Customers Fairly
Policies and Procedures for Handling Complaints
July 29, 2016
Internal Only

2. Learning Agenda Upon completion of this training you will be able to:
Define a complaint
Identify the main channels for receiving complaints
Describe how complaints are tracked
Define Unfair, Deceptive, Abusive Acts or Practices (UDAAP)
State the difference between a complaint and inquiry
Identify ways to prevent complaints

3. How Do We Receive Complaints?
Partners
Phone
Fax
Regulators & Agencies
Mail
*We receive and log complaints from cardmembers, non cardmembers, and third parties.

4. Complaint Definition and Tracking
Complaint (def.); Any expression of dissatisfaction, whether justified or not, about any aspect of our business.
Barclaycard uses a complaint system launched through the agent desktop to log a complaint. We track complaints associated with the “Four P’s”: Policy, Process, Product, or People.
Complaints are tracked at a bank level by trending volumes.
Keep in mind, all cardmember communications are not complaints. Some may be inquiries and some may leave the impression that something “just does not feel right.”
You need to know how to handle each situation: a complaint, an inquiry and when something “just does not feel right.”
Guidelines:
Create a complaint case when the customer is expressing dissatisfaction.

5. Complaint or Inquiry? Complaints - Sign of dissatisfaction
Inquiries - Tone is neutral/positive
Is the cardmember BLAMING Barclaycard for the root cause of an inconvenience?
Is the cardmember asking for clarification: “Can you tell me when my account was charged off?”
Is the cardmember asking for assistance? “I was away and missed my payment, can you remove the late fee?” or “ My other card has a lower APR, can you lower my APR?”
Is the cardmember yelling at you (typically while telling about an unpleasant experience caused by Barclaycard)?
Is the cardmember using key terms of dissatisfaction such as unhappy, unfair?
Is the cardmember asking for account maintenance? I tried to update my address on the website and received an error, can you update this for me?

6. Complaint Prevention
How to manage the inquiry before it becomes a complaint
Listen: actively listen and when needed, repeat or rephrase the cardmember's request to ensure you are researching the right solution.
Respond: accuracy of response, confidence and ownership are key to putting a cardmember at ease. Focus on how you can help the cardmember resolve the complaint or avoid an impact in the future. Show empathy to the cardmember and focus on what you can do versus what you can’t do.
Resolve: offer options, fulfill promises made, and if the resolution is not immediate, set the right expectation (i.e. payment cases take 5 days to resolve).
*New Hire- Review Activity Sheets

7. When To Log a Complaint LOG a New Complaint when:
You have identified the expressed concern is a complaint .
The cardmember has expressed a complaint about Barclaycard.
DO NOT LOG a New Complaint if:
You expect the call to turn into a complaint.
The cardmember had a bad experience at a merchant or at a partner (no blame on Barclaycard).
If the complaint is not about our product or the servicing of our product, do not track the complaint.
Important Guidelines for Cardmember Communications
Do not proactively share with cardmembers you are logging a complaint.
Avoid setting expectations about the case and how it will be handled.
Never advise the cardmember that you will call them back.
Advise the cardmember that the complaint is being tracked.
Be clear in your communications with the cardmember. Do not set expectations.

8. Treating Customers Fairly
UDAAP focuses on unfair, deceptive, abusive acts and practices. It prohibits the following:
Unfair – a practice that causes or is likely to cause substantial consumer injury, which is not reasonably avoidable by the consumer and is not out weighed by benefits to the consumer or competition.
Deceptive – a representation, omission, or practice that is likely to mislead consumers acting reasonably under the circumstances.
Abusive – interference with the consumer’s ability to understand a term or condition, taking advantage of a consumer’s lack of understanding, inability to protect themselves, and reasonable reliance by the consumer on the bank for protection.

9. I would like to answer any questions you have before you take the quick examination. Most of you will complete it within 5 – 10 minutes.
Thank you so much for your attention.