Microsoft Word - Handling Customer Feedback and Complaints ...€¦ · Web viewRevised 6/1/2015 ....

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One of our values at Discover is to communicate openly and honestly with others to create an environment of trust. Creating an environment of trust with our customers is a key component of providing exceptional customer service while becoming the most rewarding relationship our customers have with a financial institution.


Your role in documenting complaints is critical to our business since it provides us the opportunity to track, investigate and take appropriate action when necessary.


By the end of this course you will understand the importance of identifying and documenting customer complaints and be able to perform the following actions:


Identify when a customer expresses a complaint, or a complaint containing a potential allegation involving discrimination or Unfair Deceptive or Abusive Acts or Practices known as UDAAP.


In order to fulfill our responsibility to the company, our customers and regulatory agencies, it is a requirement that all customer-


facing employees accurately document all complaints received from our customers. Your support creates an opportunity to drive positive change that is beneficial to both the customer and employee experience.

As a result of your adherence to feedback and complaint handling policies and procedures, the company has realized numerous benefits through the implementation of improvements to current processes and by initiating projects to address customer concerns.

Without the complaint documentation done by each one of you, these improvements and others may have gone unidentified or taken longer to receive the attention each deserved. Therefore, to reinforce our commitment as an organization and to ensure your understanding of complaint terminology and its documentation requirement, you will take this course two times each year.

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Handling Customor H>odbad< and Compla 1nts J DISC•VER

Identifying Customer

Interactions

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You may handle many inquiries from our customers during your normal workday. Standard inquiries do not require documenting. When you identify a complaint, you must document and capture its information using the complaint submission form. This applies to all methods of customer interaction including by phone, e-mail, letter, online, click-to-chat, and social


media. If a complaint includes a potential allegation of discrimination or UDAAP, it is also required that you document it. It is important that this process be followed even if you are able to address the consumer’s servicing concern. Therefore, your ability to differentiate and identify inquiries, and complaints is vital to your ability to properly document or escalate them. This is important since we now rely on the documenting of complaints to help us identify opportunities to better service our customers and to fulfill our responsibilities to the company and regulators.IMPORTANT: The last employee to handle the call is responsible for documenting the complaint as required in his/her business area. In the case of a transferred or escalated call, the employee that initially took the call should not document the complaint since documentation becomes the responsibility of the employee that receives the call transfer.


If after interacting with an account manager, a customer expresses dissatisfaction or demands relief regarding a Discover


product, service, or practice, a customer’s feedback is considered a complaint. You are required to submit all complaints to Discover within two business days of receipt. Complaints are then forwarded to the NRC Complaint Management team using a standard complaint template and the [email protected] email address.


·rm calling because I received a ca ll at work today.·

·rhanks for upda ting my account to not call my work num ber as a possible contact num ber. •

Identifying Customer Interactions J Complaint Example 1 Handling Customer fi>edbad< and Compla 1nts J DISC•VER

Complain t

·1 already spoke to someone from your off ice and advised I do not want to recei ve calls at work.•

After agent response,


•Hi. I'm ca lling in to find out why I received a late fee.·


Complain t

·1 m ai led my paym ent in last week. I understand that you didn't receive it until after the due date but I wou ld have expectedyou to get it on time . I don't want to pay this late fee .·


·rhank you for rem oving the late f ee but I don't have tim e toca ll you especially since this is your fau lt . It took way too long to post this paym ent . You really need to fix your processes.•

Expla nation: This is a com plaint because the customer expressed dissatisf action withreceiving a late fee and continued to express dissatisfaction after receiving an explanation from the agent


"I'm calling because I keep recei ving calls from your of fice for someone tha t does not have this num ber.•


Complain t

"I have told people from your of fice that the person you're looking for does not have this num ber.•


"Please do not call this num ber again or I will contact my attorney•

Expla nation: This is a complaint because the third pa rty expresses dissatisfaction regarding the calls they have continued to receive despite advising other representat ives to discontinue calling the phone num ber.


Some complaints may contain a potential allegation of discrimination. The three types of discrimination are


Disparate treatment Disparate impact Overt discrimination.

For purposes of training and documenting, we will focus on overt discrimination.

Overt discrimination: Direct evidence that a lender intentionally discriminated against a member of a protected class or expressed a discriminatory preference. It can be an action, behavior, or process. Overt discrimination also happens when lenders state a discriminatory preference, even if they do not act upon it. Protected classes include race, color, age (provided one is old enough to enter into contracts), religion, national origin, sex, marital status, handicap, and familial status (one or more children). Applicants who have income from a public assistance program as well as anyone who has exercised in good faith any right under the Consumer Credit Protection Act are also protected. Certain states may include additional protected classes such as sexual orientation, military status, ancestry, and political affiliation.


When a customer interacts with us, they may potentially allege that we are treating them differently because they are a member of a protected class. When this occurs, or if the customer directly or indirectly references any of the categories listed as

NOTE: Any time the consumer specifically uses the words discrimination, discriminate, or discriminatory, it may indicate that the customer is potentially alleging discrimination, so it’s important that you document the potential allegation.


a basis for discrimination, you should document the interaction as a potential allegation of discrimination.


ldent1fy1ng Customer Interact1ons J Discnminat1on Examples Handling Customor H>odbad< and Compla 1nts J DISC•VER

Example #l

Example #2

"Why is the ra te you are quoting me higher than the rate you're quoting my neighbor? My neighbor has the same credit score that I do and you gave him a lower rate. It's because I am disabled I"

Exp/anation: Lenders may not trea t consumers differently based on the fact that the consumer is disabled. This is a potential allegation of discrimination because the customer is asserting that he/she

received a higher ra te because he/she is disabled.

"You are denying my request for a payment program because I'm on unem ploymen t benef its.You should make your programs availa ble to everyone.·

Exp/anation: Banks a re prohibited from discriminating against any individua I due to the fact that he/she receives public assistance in come. This is a po tential allegation of discrimination because this customer is asserting that the reason she did not receive a payment plan was because he/she receives unemployment benefits.


ldent1fy1ng Customer Interact1ons J Discnminat1on Examples Handling Customor H>odbad< and Compla 1nts J DISC•VER

"I do not understand all this paperwork for this loan.I think you are ta king advantage of me because I am old. "

Explanation: Thiscustomer is asserting that he is being taken advantage of because of his age.

Because age is a protected dass, this is potentially an allegation of discrimination.

Example #3

"I asked for a 20 % settlement, and you said no because I'm a single mother."

Explanation: This is potentially an allega tion of discrimination, since the cardmember feels that she was declined because she is a single mother, and both marital and familial status are protected

dasses

Example #4


Some complaints may contain a potential allegation of UDAAP. UDAAP stands for Unfair, Deceptive, or Abusive Acts or Practices. UDAAP requirements apply to all Discover products, functions and consumer relationships:

IMPORTANT: You must escalate all potential allegations of UDAAP for additional review using your business unit’s process. It is important that this process be followed even if you are able to address the consumer’s servicing concern.


Unfair: An act or practice may be unfair if it causes or is likely to cause substantial injury that the consumer cannot reasonably avoid. The injury may be considered substantial if a large number of consumers are harmed, even if the individual impact is limited (e.g., a million consumers are each charged a small amount of money). An injury is considered unavoidable if a practice interferes with a consumer's ability to make an informed decision.

Deceptive: An act or practice may be deceptive if a representation, omission or practice misleads or is likely to mislead a reasonable consumer in the target audience about a material issue (i.e., something that is likely to affect a consumer’s choice). Whether something is deceptive is based on how the target audience would react to the statement or practice taken as a whole. For example, the potential to mislead could be greater if a product is marketed specifically to financially inexperienced consumers.

Abusive: An act may be abusive if it interferes with a consumer’s ability to understand terms or conditions. An act may also be considered abusive if it takes unreasonable advantage of a consumer’s lack of understanding of risks, costs or conditions or a consumer’s inability to protect his/her own interests or gives the impression that it is okay for the consumer to rely on the company to act in his/her best interest.


There are some customer interactions that you should always document as potential allegations of UDAAP. For example, if the customer uses any of the following words or phrases to describe the actions or intent of the company or one of its

NOTE: This list does not include ALL words or phrases that might indicate the customer is potentially alleging UDAAP but these words (or similar words) indicate a potential allegation so it’s important that you document such interactions appropriately.


representatives, you should document the interaction as a potential UDAAP allegation.• Unfair/not fair• Trick/tricky/tricked• Cheat/cheated/cheating• Bait/switch• Deceptive/deceitful• Abuse/abused• Mislead/misleading/misled• Lie/lied/lying• Fraud/defraud• Taking/took advantage or me because I'm a [member of a vulnerable population (e.g.,

elderly, student, uneducated)]

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Identifying Customer Interact1ons J UDAAP Examples Handling Customer H>edbad< and Compla 1nts J DISC•VER

Example #1

Example #2

Example #3

"You talked me into a payment arrangement tha t I rea lly couldn't af ford to pay and I didn't understand the terms of the arrangement. I f eel like you mislead me. "

Explanation: This is a potential a/legation of UDAAP beca use the customer couldn't afford the agreed upon payment and asserted they did not understand the terms of the payment arrangements and felt mislead. 1

- /

"You told me that if I enrolled in automatic payments that you would never charge me a late fee again, but you charged me a late fee last month."

Explanation. This is a potential allegation of UDAAP because the customer is asserting that she was lied to by someone at the company.

"You switched offers on me l Your letter reads that I am guaranteed a lower rate, but you won't approve me for those terms. Instead, you're offering me an account with a higher rate. I wouldn't

have applied if I would have known you'd switch offers on me.•

Explanation: This is a potential allegation of UDAAP because the customer is asserting that she was deceived

\ca use the offers were switched. 1

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Course Review


By completing this course, you now have the knowledge and skills necessary to:


Identify when a customer expresses a complaint, or a complaint containing a potential allegation involving discrimination or Unfair Deceptive Abusive Acts or Practices knows as UDAAP.

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Thank you for taking this course.

Ask your trainer to give you the course assessment so you can receive credit for the

course.

Microsoft Word - Handling Customer Feedback and Complaints ...€¦ · Web viewRevised 6/1/2015 ....

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