INSERT BILL OF RIGHTS SLIDE HERE

1. INSERT BILL OF RIGHTS SLIDE HERE Customer Bill of Rights As your customer, I deserve to be treated with “Professionalism”. I have a right to: • Engage with a confident, knowledgeable source • Explain my entire situation without interruption, while being listened to and heard • Receive genuine, empathetic treatment • Be given individualized personal care • Experience courteous, respectful, quality service • Experience minimal delays • Clear and ongoing communication of what to expect • Feel appreciated As your customer, I deserve a representative that will take “Ownership” of my eXperience by: • Determining the correct resolution • Accurately redirecting if necessary • Providing your name and reassuring assistance and accountability • Understanding my prior experiences • Respecting me and my property • Following through as promised As your customer, I deserve a fair “Resolution” process. I have a right to: • State my expectations • Speak to an empowered representative who appreciates my value as a customer • Hear an explanation of how the decision was reached and summarization of next steps • Appeal the resolution • Receive a timely resolution that strives to accommodate my needs