A) Customer references legal/media assistance?
B) Customer requests to “go on record”?
C) Customer requests escalation beyond your immediate supervisor?
D) All of the above
A) Complaint Trigger Language that should be escalated
B) Customer criticism language that does not need to be escalated or tracked
C) Media buzz language that should be escalated or tracked
A) “These fees are outrageous”
B) “I am going to tell all my neighbors about this”
C) “You can’t refund my fees but you sure could take TARP funds”
D) “I want to speak with your manager or the address to write to your president”
E) "I'm going to tell everyone about this on Facebook!"
A) If during normal operating hours, immediately place a phone call to the Bank of America NS&S Phone Team
B) Leave a voice mail message for the Supplier Manager
C) If after/before hours of operation, immediately send an email to the Bank of America Escalation Mailbox
D) If after/before hours of operation, wait until the following business day and call the Bank of America NS&S Phone Team
E) Regardless of operating hours, immediately send an email to the Bank of America Escalation mailbox