DMBM510370 | Customer contact and data security: telephone contact: telephone technique: inbound calls

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When receiving a call from a customer you should

• answer with the correct greeting (DMBM510330)

• verify the caller correctly (DMBM512800)

• ask appropriate questions to ensure you fully understand the nature of the call (DMBM510390)

• summarise the call with the customer, making sure any further action that is required is clear to them and to you

• end the call appropriately

• be professional at all times

After the call has ended

• note the record correctly using the correct abbreviations for an inbound call and

• always start the note with your PID (DMBM900520).

If any follow up work is needed for example; a letter, then do this after the call has finished.

DMTC staff should ensure that they use the correct codes for each stage of the process.