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Contents

Official guidance
Debt Management and Banking Manual

DMBM510320 · Customer contact and data security: telephone contact: telephone technique

  • DMBM510325 · Professional Debt Recovery Skills (PDRS)
  • DMBM510330 · Opening and closing the call
  • DMBM510340 · Giving your name
  • DMBM510350 · Managing the call
  • DMBM510360 · Telephone do’s and don’ts
  • DMBM510370 · Inbound calls
  • DMBM510380 · Outbound calls
  • DMBM510390 · Questioning techniques
  • DMBM510400 · Compulsory verification checks
  • DMBM510420 · How to deal with angry and abusive callers
  • DMBM510430 · Customer contact and data security: telephone contact: sensitive call handling: contents
  1. Customer contact and data security: telephone contact: telephone technique: contents
  2. Customer contact and data security: telephone contact: telephone technique: Professional Debt Recovery Skills (PDRS)

DMBM510325 | Customer contact and data security: telephone contact: telephone technique: Professional Debt Recovery Skills (PDRS)

From HM Revenue & Customs · Debt Management and Banking Manual

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(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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