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What are the four key drivers of customer vulnerability?
Health, Life-events, Financial resilience, and Capability.
Why is it important to recognize and record vulnerability in HALO?
It ensures customer service is consistent and tailored to individual needs, prevents repetition of information, and helps avoid harm by offering appropriate support.
What does applying a vulnerability flag in HALO help achieve?
It helps colleagues better support customers in future interactions and tailor services and communication to their needs.
When should a vulnerability flag be removed?
When the customer is no longer in a vulnerable situation, such as gaining employment and no longer requiring financial support.
What is the difference between a vulnerability flag and an accessibility flag?
A vulnerability flag relates to the customer's personal circumstances (e.g., financial issues), while an accessibility flag relates to how the customer needs to receive communication or support (e.g., Braille).
Where in HALO can you find the option to record vulnerability?
Scroll down the customer’s account page to find the section labeled “Vulnerability,” then click “Edit vulnerabilities.”
In the scenario where a customer has lost their job and is visually impaired, which flags should be added?
A financial vulnerability flag and an accessibility flag for “Blind and partially sighted.”
What format should be selected for a customer who requires their bills in Braille?
Braille.
What should you always do after adding or removing a flag in HALO?
Leave clear and concise account notes explaining the customer’s circumstances and the action taken.
Where will a vulnerability notification appear when viewing a customer’s account in HALO?
A yellow box will appear at the top of the screen indicating a vulnerability or accessibility need.
What is empathy?
The ability to imagine and understand the thoughts, perspective, and emotions of another person.
Why is empathy important when dealing with vulnerable customers?
It helps customers feel supported, heard, and reassured that their concerns are taken seriously.
What is an example of a reassuring, empathetic statement you can make?
I understand and can talk you through what support we have available
How should you react when a customer becomes emotional or upset?
Be patient, allow them to express themselves without interruption, and show understanding.
What is one way to actively listen to a customer?
By allowing them time to speak, responding to what they’ve said, and confirming understanding before continuing.
A customer says, “I need more time to pay my bill.” What are two ways you can support them?
Offer a deferred payment option or set up a Promise to Pay.
What is a social tariff?
A discounted service available to customers who are receiving government benefits.
How does Spend Manager help financially vulnerable customers?
It allows customers to limit out-of-plan charges to avoid unexpected costs.
What can you offer if a customer wants someone else to help manage their bills?
Set up third-party bill management.
What can VeryMe Rewards offer to financially vulnerable customers?
Discounts, deals, and free items that can help reduce daily living expenses.
A customer says they need more time to finish sentences. What should you do?
Be patient, don’t interrupt, and give them space to express themselves.
What should you do if a customer does not speak English as a first language?
Slow down the conversation, use simpler language, and confirm understanding.
Name two specialised formats available for written communication.
Large Print and Audio CD.
What is Relay UK and how does it help?
A BT-regulated service that supports hearing or speech-impaired users in phone conversations using text relay methods.
What emergency service can a deaf customer use via SMS?
EmergencySMS – a text-based service to contact emergency services.