DMBM510320 - Customer contact and data security: telephone contact: telephone technique: contents

Some content of this manual is being considered for archiving. If there is content you use regularly, please email hmrcmanualsteam@hmrc.gov.uk to let us know as soon as possible.

1. DMBM510325

   Professional Debt Recovery Skills (PDRS)
2. DMBM510330

   Opening and closing the call
3. DMBM510340

   Giving your name
4. DMBM510350

   Managing the call
5. DMBM510360

   Telephone do's and don'ts
6. DMBM510370

   Inbound calls
7. DMBM510380

   Outbound calls
8. DMBM510390

   Questioning techniques
9. DMBM510400

   Compulsory verification checks
10. DMBM510420

    How to deal with angry and abusive callers
11. DMBM510430

    Sensitive cases: contents