Handling Disputes and Complaints

When out in the field, choose what NOT to do: o Confirm the complaint by repeating it. o Note weather and surrounding circumstances as well as everyone present o Do not write anything down o Take pictures if it is property or vehicle damage o Report the incident to management IMMEDIATELY o None of the above o All of the above

Do not write anything down

Fortunately, third party vendors like repossessors do not need to have a written complaint procedure. T/F

False

Regulators don't care if you have a system that ensures complaints and their resolutions as long as you don't have any complaints. T/F

False

Resolving a customer complaint means you must tell the customer what they need to do in no uncertain terms. T/F

False

How you handle each consumer complaint makes a difference in how governmental agencies, and specifically the CFPB, will treat you when an issue arises. T/F

True

The ARA complaint monitoring system provides a comprehensive area which contains all facets of an excellent complaint resolution arises. T/F

True

The CFPB realizes that the best way to know where to start is to look at past consumer complaint categories. T/F

True

These are the 5 strategies to properly handle consumer complaints: stay calm, listen, acknowledge the problem, make sure you tell the consumer what the real facts are, and tell the consumer what your solution is going to be. T/F

True

Among the top complaints filed are: o Door knocking without the intent to repossess o Collecting money from the customer o Third part contact o A and B o B and C o All of the above

All of the above

The elements of complaint resolution are: o Prepare resolution document o Properly store and retain file o Collect evidence from consumer o Inspect scene, if possible o Initial interview/log complaints o Review evidence and documents o Interview and gather evidence from employee o A, B, D, E, G o B, C, D, F o A, C, D, G o All of the above

All of the above