9. the preparation of a call handler checklist and paper on relevant feedback methods to use with contract centre customers.
A: Operator checklist

1>Prepare and start the call:
①Answer promptly: Answer the phone within the agreed service level agreement (SLA).
②Standard greeting: Use a polite, professional and enthusiastic tone. For example, "Hello, thank you for calling Vintage Bank. How can I help you today?"
③Data protection verification: Before discussing account details, politely complete the necessary security questions to verify the caller's identity (for example, "For security purposes, please confirm your full name and account").

2>During the call - Understanding and assistance:
2-1 Active listening:
①Listen carefully and do not interrupt (unless clarification is needed).
②Use verbal cues (for example, "I understand", "OK", "I understand") to show participation.
③Empathy and patience:
2-2 Understand the customer's feelings, especially when they are frustrated or upset (for example, "I understand this must be frustrating for you"). Maintain a patient and understanding attitude.
2-3 Clarify needs:
Ask clarifying questions to fully understand the customer's problem (e.g., "So, just to confirm, you want to...?"). Summarize the customer's problem to ensure understanding before proceeding.
2-4 Provide accurate information:
① Use the bank's systems and resources to obtain the correct information.
② If you are unsure, politely inform the customer that you will look for the answer and avoid guessing (e.g., "I'll check it for you").
2-5 Clear explanation:
① Use clear, concise language and avoid technical terms as much as possible.
② Explain the process, timeline, and any actions the customer needs to take.
2-6 Problem solving:
① Try to completely resolve the doubt in the first call.
② Take responsibility for solving the problem.
③ If escalation or handover is required: explain the reason for the escalation and to whom. Provide clear next steps and estimated timeline.

3> Handle difficult situations:
① Stay calm and professional: even if the customer is angry or abusive.
② De-escalate the situation: Use a calm tone, understand their frustration, and focus on the solution.

4> End the call:
① Summary: Briefly review what was discussed and the actions agreed upon (e.g., "I have processed this order and you will receive the corresponding information within 24 hours.").
② Check for further assistance: "Is there anything else I can help you with today?"
③ Provide next steps: If follow-up is required, please confirm the contact person and time.
④ Standard closing:
"Thank you for calling Vintage Bank, Mr./Ms. [Customer Name]. Have a good day."
⑤ Allow the customer to hang up first.
⑥ Accurate call records: Immediately after the call, accurately record the call details, actions taken, and any required follow-up actions in the CRM system.

B：Here are several ways to collect customer feedback:

① Automatic voice survey after the service: After the telephone communication is over, the system automatically invites customers to quickly rate and evaluate the service.
② Detailed after-sales satisfaction questionnaire: After the customer completes a service, a questionnaire containing multiple specific questions is sent via email, SMS link, or push notification within the App, so as to fully understand the customer's views on the entire service process or product experience.
③ Insight into problems by analyzing service records: Instead of asking questions directly to customers, a large number of customer service records are systematically reviewed and analyzed to find common problems in the service process and strengthen training.
④ Simulate customer experience service process: Entrust external professional institutions to simulate real customer scenarios as ordinary customers to record the feelings and problems encountered in each step, so as to evaluate service quality and process efficiency.
⑤Active inquiry during the service process: During the interaction with customers, service employees actively ask customers about their feelings, conduct immediate satisfaction confirmation and problem troubleshooting.
⑥Organize in-depth interviews or group discussions with customers: carefully select representative customers to form a group, conduct in-depth exchanges around specific topics through organized seminars, and explore customers' potential needs, pain points and improvement suggestions.
⑦ Use public or semi-public online evaluation channels: set up message or comment functions on official corporate apps, social media accounts, e-commerce platforms and other websites to encourage customers to leave real experience feedback.
⑧ Conduct structured analysis of backlogged customer feedback data: classify and integrate customer feedback data such as customer service records and online messages, and use data analysis to find recurring high-frequency problems, thereby identifying the key bottlenecks that most affect customer experience.

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