How does the customer reach the escalation team if the customer is an older person who doesn't have the mentality or stamina to make demands and push for better treatment? Is there an institutional procedure for this? If the customer just asks for the escalation team, will that request be granted without question by the call centre?
There is an alternative to constantly bumping ones cranium against a wall albeit and fading one. Not so long ago I had an account issue with my telco that no matter how clear and how exact I was at explaining the issue ( a skill I pride myself in) the contact centre staff could not see or claimed they could not see the issue which was a plain to see as a Mack truck on a single lane bridge. I finally gave up in order to save a possible airborne cell phone and ventured into the local mall and the telco's retail store. It took approximately 5 minutes with the customer service officer for the issue to be recognised and remedied.
That should not have been required in my case and Vodafone should not have allowed the woman's issue to reach Fair Go to get fixed. I hope they learn from the this but I don't hold out much hope.