CREATED BY FREEDMAN ANSELMO LINDBERG LLC

FOR BANK OF AMERICA

NETWORK HANDLING OF CUSTOMER COMPLAINTS

MAY 2012

Customer Complaints Media Escalation Threats

B

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Types of Complaints

Differences between

complaint types

Client requiremen

ts

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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

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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

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IDENTIFYING THE DIFFERENCE BETWEEN THE

TWO

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Customer Complaint Trigger Language vs.

Customer Criticism and Media Buzz Language

Criticism Media Buzz Language

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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

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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

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Scenario #2

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Required Steps

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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