1. Presented by Mathew Hamelin – Customer Resolutions Manager Journey to the resolution

2. 2 - 2 -Journey to the resolution 1 – The Discovery Phase “What you don’t know…”

3. 3 - 3 -Journey to the resolution 1.1 - Complaint Scenario Example: Dairy Farmer Industry: Financial Services Primary complaint: Interest rates Complaint: A long-time customer who happens to be a rural farmer calls his financial services company to discuss his interest rate as he thinks it should have been lower based on his calculations and research. Some examples to start with are: Name Location Job

4. 4 - 4 -Journey to the resolution 2 The Bermuda Phase “There are three sides to every story….”

5. 5 - 5 -Journey to the resolution 2.1 Resolution Triangle Lenders Position Regulator/EDR Scheme Customers Position Fair Resolution

6. 6 - 6 -Journey to the resolution 2.1 -The three sides Why are they complaining? What’s important to them (beliefs, values etc)? What are they attempting to achieve? What are their batna’s and watna’s? What would they be willing to accept? What is the reason behind the complaint? How did this complaint eventuate? Are we responsible? What could/should we do differently? How much is this going to cost? Is this issue potentially systemic? What’s the problem/complaint? What is each party saying? What do the facts say? What does the law/best practice and our rules say? What are the Batna’s & Watna’s What is the most reasonable and fair outcome for all involved?

7. 7 - 7 -Journey to the resolution 3 The Crafting Phase “Don’t be afraid to be a human being…”

8. 8 - 8 -Journey to the resolution 4 The follow up phase “Taking care of business…”

9. 9 - 9 -Journey to the resolution