DMBM510360 | Customer contact and data security: telephone contact: telephone technique: telephone do’s and don’ts

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There are a few general rules to bear in mind when undertaking Debt Management telephone work. The list is not exhaustive.

Do’s

Do

• undertake verification check on every call (DMBM512800)

• give your name if asked (DMBM510340)

• remain professional at all times and remember that you are representing HMRC

• use the customers name if appropriate

• ask appropriate questions to resolve the issue as quickly as possible

• summarise any action you will take or you expect them to do

• note the record correctly (DMBM900500)

• remember that you are a representative of HMRC at all times.

Don’ts

Don’t

• give information to the caller unless they have been verified

• speak over the customer

• be aggressive or use aggressive tones.