How should you not communicate with vulnerable customers?Choisissez la meilleure optionOffer outbound phone supportReview their BO profiles and notes from previous interactionsRead the chat history so you’re familiar with their situationOverlook their vulnerability and treat them like any other customerShow empathy and ask open ended questionsBe patient and respectfulSpend extra time communicating with them, if needed

What should you do after handling a vulnerable customer case?Choisissez la meilleure optionReview the resolved chat in order to check what you could have done better.Write a report of the case for your TL to review.Take a break.Soumettreou appuyez sur Entrer pour continuer

When you establish you are dealing with a vulnerable customer you still need to confirm phone support eligibility before offering them the option of being contacted via phone call.Choisissez la meilleure optionTrueFalseSoumettreou appuyez sur Entrer pour continuer

What is the key thing to remember when communicating with a customer that has a Potentially Extra Care tag on their Back Office profile?Choisissez la meilleure optionAsk if they have a vulnerabilityOffer to freeze fees/chargesDon’t assume they are vulnerable and be careful not to let them know we consider them potentially vulnerableSoumettreou appuyez sur Entrer pour continuer

What is the FCA's definition of a vulnerable customer?Choisissez la meilleure optionSomeone who suffers from a long-term illness or disability and this impacts their ability to meet their financial obligations.Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly where a firm is not acting with appropriate levels of care.Someone who is in a low paid job and is unable to gain access to banking services.Soumettreou appuyez sur Entrer pour continuer

Select the statements in which the customer discloses a vulnerability:Sélectionnez toutes les réponses applicables“My mental health since this happened has gone down hill, I am in financial hell as they stole a substantial amount of money and my marriage is on the line.”“I’m a freelancer, currently trying hard to survive, having to rely on my family’s help sometimes.”“I really need your help with my chargeback case, it’s been 2 weeks and I need the money, otherwise I will pay late fees on my bills!”"I got a new message from Revolut. I am learning with my new iPhone for the blind and it is impossible for me to read new messages from Revolut. Would it be possible to find new messages from Revolut in any different menu of the app?”“You need to help me, I have an emergency. I am abroad and I need to find medical care because I injured my foot. How can I do this through the insurance?”“I'm in urgent need of this money because I have a mortgage application for a new property I'm planning to buy and there is a serious risk of falling through because I don't have enough deposit to get my mortgage approved.”“I have been unwell since June 2019 and have only just realised that I have been paying a subscription for a service I wasn’t using.”“I can’t wait another week to receive a new card, I need access to my money immediately! Especially today, I can’t go an entire weekend without my card, I will die of boredom - you need to give me a solution here, I’m desperate.”Soumettreou appuyez sur Entrer pour continuer