SGBS SPE SGTS Customer Interaction Basics Training Agenda

SGBS - SPE & SGTS Customer Interaction Basics Training

Agenda Ø Ø Objectives………………………. . … 3 Customer Interaction Principles………………. … 4 Customer Contact Procedures…………………. . 11 Conclusion………………. . …………………. 14 12/24/2021 -- SPE Confidential 2

Objectives Ø Discuss customer interaction principles Ø Discuss how to manage incoming and outgoing communications Ø Explain the customer contact procedures 12/24/2021 -- SPE Confidential 3

Agenda ü Ø Ø Ø Objectives Customer Interaction Principles Customer Contact Procedures Conclusion 12/24/2021 -- SPE Confidential 4

Customer Interaction Principles People • Any Sony Global Business Services (SGBS) employee may be required to interact with an SGBS customer both the internal (SPE employee) and external (vendor, SEAP, SGTS) • Your image represents the SGBS and Sony Process • Options have been provided to the customer to contact the SGBS – Phone (& voicemail), email and fax • The SGBS will be required to have staff that can communicate to their customers in multiple languages 12/24/2021 -- SPE Confidential 5

Communication – Incoming Phone Calls Phone Style for query processing: • Answer incoming calls quickly • Identify yourself • Speak slowly and distinctly • Use simple, uncomplicated language • Listen without interrupting others • Be helpful • Be courteous if you must put the caller on hold Transferring calls: • Ask the caller permission to put the call on hold • Call the other SGBS employee and wait for them to answer the call, introduce the caller and then transfer • If you are unable to transfer the call to a person, take a message and assure the caller that they will receive a call back 12/24/2021 -- SPE Confidential 6

Communication - Incoming Phone Calls Request the following information from the caller: Establish this information by being: • Name • BU/Supplier/Other Name & Number • Follow up or new query? • Details of the query • Contact details • Clear • Concise • Friendly • Interested • Enthusiastic • Prepared Call made by customer 12/24/2021 Phone Operating System Call answered at SGBS -- SPE Confidential Resolved or escalated 7

Customer Dissatisfaction - Phone If you are confronted with a dissatisfied customer, be: • Calm • Patient • Understanding • Flexible • Clear And take the following step: • Explain your responsibilities concerning the issue • Escalate the call to your supervisor • Or, put the caller on hold and contact the relevant functional team lead to try and resolve the problem immediately 12/24/2021 -- SPE Confidential 8

Communication – Outgoing Ø Consider your options for outgoing communications and chose the most appropriate one (phone call, email, fax) Ø Format email as follows: – Subject – Be clear and specific. For example, refer to the ticket number, as applicable. – Opening – State who you are and what this e mail is concerning – Content – State what information you require and why – Ending – Ask for prompt response to help speed the query resolution and state contact information for the SGBS clearly – Employees are urged to request their supervisor to review sensitive emails 12/24/2021 -- SPE Confidential 9

Agenda ü ü Ø Ø Objectives Customer Interaction Principles Customer Contact Procedures Conclusion 12/24/2021 -- SPE Confidential 11

Customer Interaction - Contact Procedures Ø All SGBS employees have been organized as a client facing teams based on the company, country, process and line of business they support. Ø SGBS customers have multiple ways to contact the SGBS for support or questions. • Email o Generic email addresses have been set up and assigned to you based on the country, process and line of business you support o Emails received are required to be reviewed daily and responded to no later than 1 business day o Use of personal email addresses should be avoided • Phone support: o SGBS is committed to provide live support for phone calls during operating hours o If a call cannot be answered (due to call volume or after hours) phone calls will be directed to voicemail o Voicemail messages should be responded to no later than 1 business day o Incoming faxes should be reviewed daily and responded to no later than 1 business day • Self Service (Service-now) o Customers can also open a ticket directly in Service-now as needed. These tickets will be automatically assigned to your team based on the customer, country and process selected by the customer. Ø All customer queries and issues must be logged and managed in the standard SGBS query management system – “Service-now”. 12/24/2021 -- SPE Confidential 12

Contact Procedures - Phones Ø Separate contact phone numbers have been established for Accounts Payable team based on the country they support and have been communicated to respective vendors and customers. – Hong Kong: 3077 -4683 (From outside Hong Kong +852 3077 -4683) – Australia: (02) 8066 2443 (From outside Australia +61 2 8066 2443 ) – New Zealand: (09) 927 6810 (From outside New Zealand +64 9 927 6810) Ø Other process team members (with the exception of AP team) can be reached on the direct phone line as posted on phone directory on “My SPE”. Ø For communication between internal SPE customers and SGBS team, an internal dialing code (7572) followed by the 4 digit extension published in the phone directory on “My SPE” should be used instead of dialing the full international country code, area code, prefix, and extension number. ( e. g. the general number +632 465 1200 can be reached by dialing 7572 1200 − This creates substantial cost savings for the Company, eliminating the perminute calling costs normally charged when dialing other Sony company phone numbers. 12/24/2021 -- SPE Confidential 13

Contact Procedures - Email Ø Email and Service Now are SGBS preferred methods of communication between you and your Customers/ Vendors. Ø There are designated SGBS email addresses established and assigned to you by process, by country, and by company that should be used to communicate queries. Ø Internal Customers also have the option to log the query directly in to Service-now. Ø All other customer queries and issues received via telephone, personal email, address, fax etc. need to be logged manually in an “open” state in Service-now. Ø Any follow ups addressed to the generic/designated email boxes will be tracked automatically in Service Now. – Important note: Always reference the query number QRY 0000000 in the subject line or the body of the email in order to ensure that the communication history gets tracked in the ticket. – When replying back to the query, always use the email option of the query screen when communicating with the customer to maintain the history. 12/24/2021 -- SPE Confidential 14

Agenda ü ü ü Ø Objectives Customer Interaction Principles Customer Contact Procedures Conclusion 12/24/2021 -- SPE Confidential 15

Demonstration Role Play: A frustrated customer calls to inquire about a rejected expense report. Reminders 12/24/2021 Request the following information from the caller: Establish this information by being: • Name • BU/Supplier/Other Name & Number • Follow up or new query? • Details of the query • Contact details • Clear • Concise • Friendly • Interested • Enthusiastic • Prepared -- SPE Confidential 16

Questions & Answers 12/24/2021 -- SPE Confidential 17

SGBS SPE (W 1) Shared Email Addresses and Assignment Groups SGBS email address Process Country Customer Company Assignment Group Team Lead Member(s) SGBS_SPE_SPTI_OTC_AUS@spe. sony. com OTC Australia SPE SPTI SGBS SPE SPTI OTC AUS Cristina Domingo Richard Geronimo SGBS_SPE_SPTI_OTC_HKG@spe. sony. com OTC Hong Kong SPE SPTI SGBS SPE SPTI OTC HKG Cristina Domingo Richard Geronimo SGBS_SPE_IHE_OTC_NZL@spe. sony. com OTC New Zealand SPE IHE SGBS SPE IHE OTC NZL Ailene Romano SGBS_SPE_AP_AUS@spe. sony. com PTP Australia SGBS SPE AP AUS Mary Ann Carino Richard Geronimo Cherry Gorobao Dorothy Joy Pernis SGBS_SPE_AP_HKG@spe. sony. com SPE AP Dorothy Joy Pernis PTP Hong Kong SPE AP SGBS SPE AP HKG Mary Ann Carino PTP New Zealand SPE AP SGBS SPE AP NZL Mary Ann Carino Neah Bacay Cherry Gorobao SGBS_SPE_IHE_ROY_NZL@spe. sony. com ROY New Zealand SPE IHE SGBS SPE IHE ROY NZL Ailene Romano Rodel Valdez SGBS_SPE_SPRI_RTR_AUS@spe. sony. com RTR Australia SPE SPRI SGBS SPE SPRI RTR AUS Nerisa Casitas Yennessy Garcia SGBS_SPE_SPTI_RTR_AUS@spe. sony. com RTR Australia SPE SPTI SGBS SPE SPTI RTR AUS Cristina Domingo SGBS_SPE_SPTI_RTR_HKG@spe. sony. com RTR Hong Kong SPE SPTI SGBS SPE SPTI RTR HKG Cristina Domingo Raizza Patawaran SGBS_SPE_IHE_RTR_NZL@spe. sony. com RTR New Zealand SPE IHE SGBS SPE IHE RTR NZL SGBS_SPE_SPRI_RTR_NZL@spe. sony. com RTR New Zealand SPE SPRI SGBS SPE SPRI RTR NZL Nerisa Casitas Yenessey Garcia SGBS_SPE_SPTI_TCM_AUS@spe. sony. com TCM Australia SPE SPTI SGBS SPE SPTI TCM AUS Cristina Domingo Rhodalyn Bilog SGBS_SPE_SPRI_TCM_AUS@spe. sony. com TCM Australia SPE SPRI SGBS SPE SPRI TCM AUS Nerisa Casitas Rhodalyn Bilog SGBS_SPE_SPTI_TCM_HKG@spe. sony. com TCM Hong Kong SPE SPTI SGBS SPE SPTI TCM HKG Cristina Domingo Rhodalyn Bilog SGBS_SPE_IHE_TCM_NZL@spe. sony. com TCM New Zealand SPE IHE SGBS SPE IHE TCM NZL Ailene Romano Rhodalyn Bilog SGBS_SPE_SPRI_TCM_NZL@spe. sony. com TCM New Zealand SPE SPRI SGBS SPE SPRI TCM NZL Nerisa Casitas Rhodalyn Bilog SGBS_SPE_AP_NZL@spe. sony. com 12/24/2021 -- SPE Confidential Ailene Romano Natasha Tullao 18

SGBS SPE (W 2) Shared Email Addresses and Assignment Groups SGBS email address Process Country Customer Company SGBS_SPE_SPRI_AP_JPN@spe. cony. com AP Japan SPE SPRI SGBS_SPE_IHE_AP_JPN@spe. cony. com AP Japan SPE IHE SGBS_SPE_SPTI_AP_JPN@spe. cony. com AP Japan SPE SPTI SGBS_SPE_CORP_AP_JPN@spe. cony. com AP Japan SPE CORP SGBS_SPENA_AP_SGP@spe. sony. com SGBS_SPE_SPTL_AP_SGP@spe. sony. com AP AP Singapore SPENA SPE SPTL SGBS_SPE_AP_PHL@spe. sony. com AP Philippines SPE AP SGBS_SPE_AP_IND@spe. sony. com AP India SPE AP SGBS_SPE_AP_TWN@spe. sony. com AP Taiwan SPE AP SGBS_SPE_AP_CHN@spe. sony. com AP China SPE AP SGBS_SPE_SPTI_OTC_JPN@spe. sony. com OTC Japan SPE SPTI SGBS_SPENA_OTC_SGP@spe. sony. com OTC Singapore SPENA SGBS_SPE_SPTL_OTC_SGP@spe. sony. com OTC Singapore SPE SPTL 12/24/2021 Assignment Group Team Lead Member(s) Russell Dan Dabon Maria Ellora Haboc Maureen Valdez SGBS SPE SPRI AP JPN Jerry Samentar Michael Mijares Maria Fatima Robles Maria Ellora Haboc Kyoko Umekawa SGBS SPE IHE AP JPN Jerry Samentar Edmond Jay Bonsol Maria Ellora Haboc SGBS SPE SPTI AP JPN Jerry Samentar Jinkee Gordula Maria Ellora Haboc SGBS SPE CORP AP JPN Jerry Samentar Maureen Valdez Maria Ellora Haboc Denise Palmares SGBS SPENA AP SGP Jocelene Abrasia SGBS SPE SPTL AP SGP Maria Ellora Haboc Anaclarisse Manrique Raymond Sinpaz Maria Ellora Haboc SGBS SPE AP PHL Jerry Samentar Ivo Sanson Maria Ellora Haboc SGBS SPE AP IND Jerry Samentar Gao Sa Mary Ann Carino SGBS SPE AP TWN Jerry Samentar Shi Yinyue Mary Ann Carino SGBS SPE AP CHN Jerry Samentar Ellen Bono SGBS SPE SPTI OTC JPN Cristy Domingo Alvin Garcia Steave Checa SGBS SPENA OTC SGP Cristy Domingo Alvin Garcia Steave Checa SGBS SPE SPTL OTC SGP Cristy Domingo Alvin Garcia -- SPE Confidential 19

SGBS SPE (W 2) Shared Email Addresses and Assignment Groups SGBS email address Process Country Customer Company Assignment Group Team Lead Member(s) SGBS_SPE_SPTI_OTC_TWN@spe. sony. com OTC Taiwan SPE SPTI SGBS SPE SPTI OTC TWN SGBS_SPE_CORP_OTC_JPN@spe. sony. com OTC Japan SPE CORP SGBS SPE CORP OTC JPN SGBS_SPE_IHE_OTC_JPN@spe. sony. com OTC Japan SPE IHE SGBS SPE IHE OTC JPN SGBS_SPE_IHE_RTR_JPN@spe. sony. com RTR Japan SPE IHE SGBS SPE IHE RTR JPN SGBS_SPE_SPTI_RTR_CHN@spe. sony. com RTR China SPE SPTI SGBS SPE SPTI RTR CHN SGBS_SPE_SPTI_OTC_CHN@spe. sony. com OTC China SPE SPTI SGBS SPE SPTI OTC CHN Chabert Ng Cristy Domingo Alvin Garcia Rochelle Dumlao Aileen Romano Alvin Garcia Ivy Herrera Aileen Romano Alvin Garcia Jay Tusara Hiroaki Tamura Aileen Romano Alvin Garcia Bei Wang Cristy Domingo Alvin Garcia SGBS_SPE_SPRI_RTR_CHN@spe. sony. com RTR China SPE SPRI SGBS SPE SPRI RTR CHN Neri Casitas SGBS_SPENA_RTR_SGP@spe. sony. com RTR Singapore SPENA SGBS_SPE_SPTL_RTR_SGP@spe. sony. com RTR Singapore SGBS_SPE_CORP_TCM_JPN@spe. sony. com SGBS SPENA RTR SGP Alvin Garcia Cristy Domingo Alvin Garcia SPE SPTL SGBS SPE SPTL RTR SGP TCM Japan SPE CORP SGBS SPE CORP TCM JPN SGBS_SPE_CORP_RTR_JPN@spe. sony. com RTR Japan SPE CORP SGBS SPE CORP RTR JPN SGBS_SPE_SPTI_RTR_JPN@spe. sony. com RTR Japan SPE SPTI SGBS SPE SPTI RTR JPN Cristy Domingo Alvin Garcia Kurt Dietrich Villamil Alvin Garcia Aileen Romano Hirotaka Muroi Cristy Domingo Alvin Garcia SGBS_SPE_SPRI_RTR_JPN@spe. sony. com RTR Japan SPE SPRI SGBS SPE SPRI RTR JPN Neri Casitas SGBS_SPE_SPTI_RTR_TWN@spe. sony. com RTR Taiwan SPE SPTI SGBS SPE SPTI RTR TWN 12/24/2021 -- SPE Confidential Alvin Garcia Bei Wang Chabert Ng Cristy Domingo Alvin Garcia 20

SGBS SPE (W 2) Shared Email Addresses and Assignment Groups SGBS email address Process Country Customer Company Assignment Group SGBS_SPE_SPTI_RTR_PHL@spe. sony. com RTR Philippines SPE SPTI SGBS SPE SPTI RTR PHL SGBS_SPE_SPTI_OTC_PHL@spe. sony. com OTC Philippines SPE SPTI SGBS SPE SPTI OTC PHL Team Lead Member(s) Nelioso Carnetes Cristy Domingo Alvin Garcia Bhon David Cristy Domingo Alvin Garcia SGBS_SPENA_TCM_SGP@spe. sony. com TCM Singapore SPENA SGBS SPENA TCM SGP Cristy Domingo Alvin Garcia SGBS_SPE_SPTL_TCM_SGP@spe. sony. com TCM Singapore SPE SPTL SGBS SPE SPTL TCM SGP Cristy Domingo Alvin Garcia SGSB_SPE_SPTI_TCM_PHL@spe. sony. com TCM Philippines SPE SPTI SGBS SPE SPTI TCM PHL Cristy Domingo Alvin Garcia SGBS_SPE_SPTI_TCM_TWN@spe. sony. com TCM Taiwan SPE SPTI SGBS SPE SPTI TCM TWN Cristy Domingo Alvin Garcia SGBS_SPE_SPTI_TCM_CHN@spe. sony. com TCM China SPE SPTI SGBS SPE SPTI TCM CHN SGBS_SPE_SPRI_TCM_IND@spe. sony. com TCM India SPE SPRI SGBS SPE SPRI TCM IND SGBS_SPE_IHE_TCM_IND@spe. sony. com TCM India SPE IHE SGBS SPE IHE TCM IND SGBS_SPE_SPRI_RTR_IND@spe. sony. com RTR India SPE IHE SGBS SPE SPRI RTR IND SGBS_SPE_IHE_RTR_IND@spe. sony. com RTR India SPE IHE SGBS SPE IHE RTR IND SGBS_SPE_SPRI_TCM_CHN@spe. sony. com TCM China SPE SPRI SGBS SPE SPRI TCM CHN Cristy Domingo Alvin Garcia Rhodalyn Bilog Alvin Garcia Neri Casitas Alvin Garcia SGBS_SPE_IHE_ROY_JPN@spe. sony. com ROY Japan SPE IHE SGBS SPE IHE ROY JPN Aileen Romano Alvin Garcia SGBS_SPE_IHE_TCM_JPN@spe. sony. com TCM Japan SPE IHE SGBS SPE IHE TCM JPN Aileen Romano Alvin Garcia 12/24/2021 -- SPE Confidential 21

SGBS SPE (W 2) Shared Email Addresses and Assignment Groups SGBS email address Process Country Customer Company Assignment Group SGBS_SPE_SPTI_TCM_JPN@spe. sony. com TCM Japan SPE SPTI SGBS SPE SPTI TCM JPN SGBS_SPE_SPRI_TCM_JPN@spe. sony. com TCM Japan SPE SPRI SGBS SPE SPRI TCM JPN SGBS_SPE_SPRI_OTC_JPN@spe. sony. com OTC Japan SPE SPRI SGBS SPE SPRI OTC JPN SGBS_SPE_IHE_INV_JPN@spe. sony. com SGBS_SPE_IHE_OTC_IND@spe. sony. com INV OTC Japan India SPE IHE SGBS SPE IHE INV JPN SGBS SPE IHE OTC IND 12/24/2021 -- SPE Confidential Team Lead Member(s) Cristy Domingo Alvin Garcia Neri Casitas Alvin Garcia Aileen Romano Alvin Garcia Neri Casitas Ivo Sanson Alvin Garcia 22

SGBS SGTS Shared Email Addresses and Assignment Groups SGBS email address Process Country Customer Company Assignment Group Leslie Claire Ferriols Benedict Bagunu Sheryl Parayno Mabel Estrella Bartosz Wesierski SGBS SGTS Financial Planning Singapore Leslie Claire Ferriols Joseph Dultra Kris Villarama Bartosz Wesierski SGBS SGTS Treasury FX Singapore Leslie Claire Ferriols Maria Regina Imee Reyes Bartosz Wesierski SGBS SGTS Middle Office London Leslie Claire Ferriols Jay-Laine Benito Charina Pidoy Bartosz Wesierski SGBS SGTS Money Market Singapore SGBS_SGTS_Business. Planning_Singapore@spe. sony. com ALL SGTS Business Singapore Planning SGBS SGTS Business Planning Singapore SGBS_SGTS_Financial. Planning_Singapore@spe. sony. com ALL SGTS Financial Singapore Planning SGBS_SGTS_Treasury. FX_Singapore@spe. sony. com SGTS Singapore Treasury SGBS_SGTS_Middle. Office_London@spe. sony. com 12/24/2021 ALL ALL UK SGTS Middle Office -- SPE Confidential Member(s) Peter Alabado Ronna Mariano Eizel Caro Sittie Anna Gorpidoh Bartosz Wesierski SGTS Money Singapore Market SGBS_SGTS_Money. Market_Singapore@spe. sony. com Team Lead 23