DMBM510320 - Customer contact and data security: telephone contact: telephone technique: contents
The majority of this manual will be archived on 30 Apr 2024. If there is content within this manual you use regularly, email hmrcmanualsteam@hmrc.gov.uk to let us know.
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DMBM510325Professional Debt Recovery Skills (PDRS)
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DMBM510330Opening and closing the call
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DMBM510340Giving your name
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DMBM510350Managing the call
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DMBM510360Telephone do's and don'ts
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DMBM510370Inbound calls
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DMBM510380Outbound calls
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DMBM510390Questioning techniques
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DMBM510400Compulsory verification checks
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DMBM510420How to deal with angry and abusive callers
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DMBM510430Sensitive cases: contents