Match the types of vulnerabilities to the a-texts to be sent to the vulnerable customers.Faites correspondre les pairesAddictionElderlyLow literacyLong-term sickness or frailtyCarerKnow that you’re not alone and you can contact [Relevant Organisation info]. They can provide friendly, non-judgemental support, no matter what addiction you have or what you’re going through related to it. We know it may seem daunting, but these organisations really can help.I really admire your dedication to helping others and want to make sure you receive the support you need from us. Never be afraid to get in touch if you need our help with anything.No problem at all. I understand that technology can be confusing at times. I am here to help and explain everything in as much detail as needed.I am so sorry to hear that you are unwell, [UserName]. I will make sure this is as effortless as possible for you as I don’t want to make anything more difficult for you.I want you to know that you have my full attention and I’ll be checking this for you right away.We can take all the time we need to fix this for you. If you don’t understand what’s going on, please let me know.Soumettreou appuyez sur Entrer pour continuer

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

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

elect the statements in which the customer discloses a vulnerability:Sélectionnez toutes les réponses applicables“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 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?”“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'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.”“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 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.”“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’m a freelancer, currently trying hard to survive, having to rely on my family’s help sometimes.”Soumettreou 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

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 is in a low paid job and is unable to gain access to banking services.Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly where a firm is not acting with appropriate levels of care.