Chapter DMBM510460
Published date | 29 April 2016 |
Record Number | DMBM510460 |
Court | HM Revenue & Customs |
Issuer | HM 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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