Tejas is the Spanish spelling of a Caddo word taysha, which means “friend” or “ally”. In the 17th century the Spanish knew the westernmost Caddo peoples as “the great kingdom of Tejas” and the name lived on to become the name of the 28th state of the United States—Texas. Why […]
BRUCE is another useful acronym for identifying customers in vulnerable circumstances, it stands for the following: B – Behaviours and talk. R – Remembering. U – Understanding. C – Communicating. What is Bruce acronym? ‘BRUCE’ stands for: Behaviour & Talk – are there any clues in the customer’s speech and […]
Reveille is known as the First Lady of Aggieland and is Texas A&M’s official mascot. There are many stories as to how the first Reveille came to campus, but the most widely accepted tale has it that Reveille first made her appearance in January 1931. What animal is Aggie? According […]
These Core Values are, naturally and by design, at the core of Aggies and Texas A&M. Excellence – Set the bar. Leadership – Follow me. Loyalty – Acceptance forever. Respect – We are the Aggies, the Aggies are we. Selfless Service – How can I be of service? What is […]
Dyslexia is a disability as defined in the Equality Act 2010. It is a combination of abilities as well as difficulties relating to the way an individual processes information that occurs to different degrees and in different forms, right across the population and regardless of socio-economic background. What kind of […]
The broker / retailer should disclose to the customer, prominently and in good time before the customer decides whether to proceed with their agreement, the existence and nature of any commission (or other remuneration) arrangement with a funder and how this may affect the amounts payable by the customer. Do […]
How customer service staff can respond to distressed or vulnerable customers Practice empathy. Set expectations for the call. Ask about communication preferences. Practice active listening techniques. Speak clearly without being patronising. Validate the customer’s feelings but don’t react to them. What are the four Rs to consider when dealing with […]
CONC 2.10.3G 01/04/2014. Mental capacity is a person’s ability to make a decision. Whether or not a customer has the ability to understand, remember, and weigh up relevant information will determine whether the customer is able to make a responsible borrowing decision based on that information. What is the definition […]
The principles for businesses 1. Integrity A firm must conduct its business with integrity. 4. Financial prudence A firm must maintain adequate financial resources. 5. Market conduct A firm must observe proper standards of market conduct. What are the 4 main objectives of the FCA? Our operational objectives are to: […]
The guidance aims to drive improvements in the way firms treat vulnerable consumers so that they are consistently able to achieve outcomes that are as good as everybody else. People can find themselves in vulnerable circumstances at any time. How does FCA define a vulnerable customer? 1.1 A vulnerable customer […]
Four parts to a decision Recall key information about the vehicle, contract arrangement or their own personal information. Evaluate (‘weigh-up’) any options or choices they have been given. Communicate any questions they have, and their final decision to go ahead with the purchase. How do you help someone make a […]
BRUCE is another useful acronym for identifying customers in vulnerable circumstances, it stands for the following: B – Behaviours and talk. R – Remembering. U – Understanding. C – Communicating. What is the carers model vulnerable customers? In its guidance for firms on the fair treatment of vulnerable customers published […]
Empathy – your customers are human • Listen carefully for clues of vulnerability • The TEXAS steps: Thank, Explain, eXplicit consent, Ask, Signpost. And if you suspect anyone is in any danger, pass it on. What is the purpose of the Texas model FCA? The TEXAS protocol can help all […]
Summer is incredibly hot and muggy in Texas, especially along the Gulf Coast and in the lowlands. Depending on where you go, expect temperatures to hover between 85 and 90 degrees during the daytime (and in July and August, those sweltering temps routinely top out at over 100 degrees). What […]
As far as rainfall is concerned, the western part of Texas (see Amarillo, Lubbock, El Paso) is arid, while the eastern part (see Houston, Beaumont), where rainfall exceeds 1,200 mm (47 in) per year, is rainy. How many days a year does it rain in Texas? Rule gets some kind […]