Vodafone has launched ‘Just Ask Once’, a promise to customers that when they need help, they can ask once, and their query will be sorted. Their campaign claims, “No more waiting on hold. No more transfers between agents. No more repeating yourself.”
The aim of the campaign is for Vodafone to resolve any query quickly, with the same person who proactively updates the customer and deals with their queries from start to finish. If Vodafone can’t provide the service they’ve promised, then customers can leave with no exit fee. How Vodafone determines this is “If a customer’s service is materially degraded for an unreasonable period of time, they are able to leave the Agreement early without paying an early termination fee.”
Rob Winterschladen, Consumer Director, VodafoneThree, states, “‘Just Ask Once’ is based on a really simple principle: when a customer needs help, they ask us once, and we will sort it. Customers can simply and quickly message us through the My Vodafone app at any time and importantly, they’ll only deal with one person until their query is sorted. There’s no more waiting on hold, no transfers between agents, and no more repeating themselves – allowing customers to get on with their day, while we get on with solving their problem. If we can’t resolve a query immediately, we’ll proactively message the customer with updates until it is sorted, so they aren’t left worrying or having to chase us. What’s more, if we exhaust all avenues and can’t provide the service we promised, then we will let them leave with no exit fee. ‘Just Ask Once’ will level-up customer care and give our customers the most convenient and reliable support in the market.”
