DMBM510340 - Customer contact and data security: telephone contact: telephone technique: giving your name
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When making or receiving calls you should use a normal greeting, give your first name and say you are from ‘HM Revenue and Customs’.
You should provide your name (forename(s) and surname) to any caller who requests it unless you, as the adviser, can demonstrate that providing your full name places you at risk of being targeted or threatened outside work. In those circumstances you must alert your Team Leader or Senior Manager and work with them to identify an alternative solution and they may authorise the use of a pseudo name.
Where the customer requests the full name of anyone in the line management chain, from a local line manager up to the head of the Department (Chief Executive), this should always be given. But where the reason for this is a complaint, the caller must always be referred to a lne manager, who will attempt to resolve the issue.
If you are asked for the name of a member of staff, you must never provide this to the customer without first seeking consent from the member of staff concerned.
Difficult customers
If you are dealing with a difficult customer and you feel threatened, or feel that telling the customer your full name will put you at risk, you should respond with just your title and surname. If the caller is not happy with this then you should pass the call to your manager.
Action to take if you feel giving your name puts you at risk
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