ID Mobile Complaints Refresher

How can you identify a complaint? 

• A rude customer  

• Through bereavement

• Expression of dissatisfaction  

• Expression of interest

Which of the following are platforms for customer's to log a complaint about iD mobile? 

• iD mobile webchat

• Hello Peter

• Tiktok  

• Webhelp page  

Select an example of dissatisfaction?

• Thank you  

•  I am unhappy  

• Great job  

• I'm all good 

Who regulates the complaints process for telecommunications in the UK?

• The Ombudsman

• The FCA

• Ofcom

• The FOS

How long does iD Mobile have to provide a customer with a final response?

• 12 months

• 8 weeks

• 6 months

• 3 weeks

What is the timeframe given to the customer for the complaints team to get back to the customer with an outcome?

• 1 hour

• 24 hours

• 5 days

• 2 weeks

Who handles complaint disputes between iD Mobile and our customers?

• Webhelp 

• Ofcom 

• Ombudsman 

• ID mobile  

When we log a complaint, how are we able to assist the customer?

• Ignore the custome  

• Take ownership and provide a resolution 

• Refer the customer to the website

• Tell the customer to wait for a response  

How do I create a complaint?

• HOW2 

• Create an event in CMP/COMP 

• PIE 

• Signpost  

Which are benefits to resolving the complaints at first point of contact?

• Resolution  

• Happy customer 

• Good CSAT 

• All of the above