Very Fun
What model should you follow to identify if a customer is vulnerable?
The TEXAS model.
What is the first action you need to take when a complaint is raised by a vulnerable customer?
Identify whether the complaint is related to their vulnerability using the TEXAS model and document it in iCasework.
When should a frontline agent warm transfer a vulnerable customer to the CAS team?
When the complaint is directly related to the customer's vulnerability.
What is the purpose of the ‘Decision Tree’ in iCasework?
To help determine if a complaint is linked to a customer's vulnerability and to guide the escalation process to the CAS team.
What information is required when warming transferring a vulnerable customer’s complaint to the CAS team?
The Case ID generated when the complaint was raised.
What should be done if a complaint is flagged as being related to a vulnerability but is not a valid vulnerability complaint?
The frontline agent should use the 'Feedback Loop' tool to explain why it’s not a valid vulnerability transfer.
What action should be taken if a customer agrees to be flagged as vulnerable and their complaint is related to mental health or threatening self-harm?
Warm transfer the customer to the CAS team and follow the appropriate reallocation process with a manager.
What must happen to all complaints, even if they have been transferred to CAS?
All complaints must receive an Acknowledgement email in line with FCA complaint handling rules.
What is the first step to take when a customer wants to make a complaint?
Identify if it is a complaint and not a query or feedback using the Complaint vs Query vs Feedback decision tree.
When should you escalate a Non-FCA complaint to a manager?
When you cannot resolve the complaint and the customer requests to speak with a manager.
Which of the following should be documented when a complaint is escalated:
a) The resolution offered to the customer
b) The customer’s full resolution request
c) The customer's tenure with Vodafone
d) All of the above
All of the above.
If a frontline agent is consulting with another team and not speaking directly with the customer, what part of the Decision Tree should be completed?
Only the first question “Has the customer expressed dissatisfaction?” should be answered as ‘No,’ followed by completing the notes.
What tool should be used to determine whether a customer’s complaint is a Non-FCA complaint?
The Complaint Handling Decision Tree
In the Non-FCA complaints process, what happens if a customer’s complaint is related to a vulnerability but is not eligible for CAS?
The customer’s case should be managed according to standard procedures, even if it’s related to vulnerability, unless it involves specific vulnerabilities like mental health or self-harm threats.
How do you ensure the complaint is appropriately categorized in the Decision Tree?
Complete the Decision Tree in Halo, and depending on the responses, it will flag the complaint as Non-FCA and guide next steps.
What key steps are needed when transferring a vulnerable customer’s complaint to the CAS team?
Ensure that the vulnerability option is selected in iCasework, then warm transfer the customer, providing the CAS team with the Case ID.
What is the ‘Vulnerability Flag’ used for in iCasework?
It is used to indicate that a complaint is related to a vulnerable customer and to ensure the appropriate support is given.
When should you use the Feedback Loop tool in iCasework?
When a vulnerability complaint is flagged but is later determined to be invalid.
What happens if a customer has a complaint linked to a vulnerable situation but does not agree to be flagged as vulnerable?
The case should still be managed according to standard complaint processes, but without the vulnerability flag.
What is the role of Customer Relations when handling vulnerability complaints?
Customer Relations handles most vulnerability complaints unless the case involves mental health issues, longer-term financial impact, or threats of self-harm, in which case it should be escalated to the CAS team.
What should you do if a customer’s complaint is related to a vulnerability but you are unsure whether it qualifies for escalation to the CAS team?
Consult with your manager or refer to the appropriate decision trees and guidelines in your support pages to ensure proper escalation.
What specific information is required when you warm transfer a customer’s complaint to the CAS team after identifying it as related to vulnerability?
Provide the CAS agent with the Case ID generated when the complaint was raised to help them quickly locate the case.
What action should be taken if the customer has not expressed dissatisfaction with the complaint but you are handling it through iCasework?
If not directly speaking with the customer, you should answer the Decision Tree’s first question as 'No' and complete the necessary notes without filling out the full Decision Tree.
When you are dealing with a Non-FCA complaint, what is one important piece of information that should always be documented?
The number of times the customer has contacted Vodafone about the issue.
What is the next step after completing the ‘Is this a valid vulnerability complaint’ task in iCasework?
If the complaint is validated as a vulnerability complaint, continue managing it according to the relevant rules and guidelines. If it is not valid, use the Feedback Loop tool to explain why.