Customer Complaints
Media Escalation Threats
CREATED BY
FREEDMAN ANSELMO LINDBERG LLC
FOR
BANK OF AMERICA
NETWORK HANDLING OF CUSTOMER
COMPLAINTS
MAY 2012
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Definition of Media Escalation
Complaints
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.
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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
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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
Customer Complaint Trigger Language
vs.
Customer Criticism and Media Buzz Language
IDENTIFYING THE DIFFERENCE
BETWEEN THE TWO
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Criticism and Media Buzz Language
Media Buzz Language
Criticism
Your bank is horrible.
You can’t refund my
fees, but you sure can
take the TARP money.
Your fees are too high
and I don’t like them.
You’re charging all of
these fees to make up
for your losses.
I am going to tell all of
my neighbors about
this.
How can you get away
with charging this new
annual fee on my credit
card?
I am closing my
accounts because you
don’t know how to
conduct business.
I heard your bank
president on the news
last night.
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Understanding the Different Triggers
Customer Complaint Trigger
Language
Complaints
containing
Customer
Complaint
Trigger
Language
Escalated to your
supervisor so the
complaint is
escalated to the
client
Customer Criticism & Media
Buzz Language
Complaints
containing
Customer
Criticism
and Media
Buzz
Language
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Does not need to
be escalated
beyond your
immediate
supervisor
Scenario #1
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Scenario #2
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Required Steps
Customer
Complaint Trigger
Language is used
• Notify your
Supervisor
and/or Manager
immediately so
client can be
advised
Media Inquiry
• Notify a Partner
immediately
FAL LLC | Privileged & Confidential
Criticism or
Media Buzz
Language is used
• Notify your
Supervisor