Chapter DMBM510460

Published date29 April 2016
Record NumberDMBM510460
CourtHM Revenue & Customs
IssuerHM Revenue & Customs

We need to adopt the correct approach using our PDRS training and treat every customer with empathy and tact. Do not make any prejudgements.

Follow these guidelines for all customers:

  • speak clearly and directly into the mouthpiece or microphone
  • concentrate on the content, not the voice
  • always be ready to repeat, or re-phrase
  • give the person time to explain themselves fully - don’t interrupt
  • if you can’t understand, ask the person to repeat it
  • never pretend you’ve understood when you haven’t
  • if the person has a speech impediment / speaks slowly, don’t finish their words or guess the end of a sentence
  • if the person has a speech problem, do not assume you know why
  • where appropriate, ask closed questions (so the customer only has to say yes or no)

and finally, don’t be daunted by the rights and wrongs; if in doubt, rely on your own common sense and understanding. Whatever the situation, if you are not sure what to do, have confidence - and ask your customer how you can help.

Also see (where appropriate):

  • DMBM510430 - Customer contact and data security: Sensitive cases
  • DMBM510470 - Customer contact and data security: Sensitive cases: Vulnerable Customers: Mental health and debt
  • DMBM513165 - Customer...

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