Thank
- Thank the customer (what they have told you could be useful for everyone involved). E.g. “Thank you for informing me. This will enable us to deal with your account better.”
Explain
- Explain how the information the customer has given you will be used (this is a legal requirement).
E.g. “So you are aware, I will now explain how we intend to use this information.”
Explicit
- Explicit consent should be obtained (this is a legal requirement).
E.g. “In order for us to use this information, I will need your verbal permission to do so. Please could you confirm you are happy to proceed?”
Ask
- Ask the customers questions to get key information to help you better understand their circumstances.
E.g. “Does your mental health problem affect your ability to deal or communicate with us? If so, how?” “Does anyone need to help you manage your finances such as a carer or relative? If so, how?
Signpost
- Signpost or refer to internal and external help where appropriate.
- Staff should direct customers to a company specialist or third party:
– A debt advice agency or help with multiple debts – NHS 111 for more help with mental health issues – The Samaritans for customers with suicidal tendencies