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BillCroy's avatar
BillCroy
Just joined
31 days ago

Vulnerable Customers

Hi

I see in the news that VMO2 has just set up a new group of 500 staff to handle problems from vulnerable customers. This is great news! How can vulnerable customers get their calls referred to this group?

Can I suggest that it would assist this project if a page was added to the customer account settings where vulnerable customers could enter their details and keep their condition up-to-date. This would enable support staff to see at a glance the problems faced by the customer.

The page could contain  Age, medical conditions and disabilities, as well as the answers to some relevant questions, such as - Do you have access to a mobile phone? or Would you prefer contact by email? 

Thanks for creating this new Customer Service!

 

 

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  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    31 days ago

    Hi BillCroy 

    Welcome to the Forums, and thank you for your post. We are glad to see you are happy with our new specialist team. We truly aim to provide the best service possible. You can find out all you need to know here. Generally, there are certain indicators on the account that may alert the specialist team to the account, and the call will be routed. Additionally, the team is trained to respond actively on everyday calls to see if more support is required. 

    Thank you for your feedback. We are happy to take this to the relevant team for future improvement. As it stands, you can notify us if you need to make any adjustments to your account, and we will update this for you😊. Please do not hesitate to contact us if you need any further help.

    Thanks,