Journey to the resolution
Presented by Mathew Hamelin –
Customer Resolutions Manager
1 – The Discovery Phase
“What you don’t know…”
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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
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2 The Bermuda Phase
“There are three sides to
every story….”
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2.1 Resolution Triangle
Regulator/EDR Scheme
Customers Position
Lenders Position
Fair Resolution
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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?
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• 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?
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3 The Crafting Phase
“Don’t be afraid to be a
human being…”
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4 The follow up phase
“Taking care of business…”
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Journey to the
resolution
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