"Excellent Customer Service....."

A review of HM Revenue & Customs by Sipewilde written on Thursday 31st of January 2013

Sad to say I feel that have not always had the best customer service from HMRC call/help-lines. I have just had a very long (approx. one hour) and for me complex discussion regarding my Tax Coding with one of the staff. She was only allowed to tell me her first name, Sarah. I believe that her Office is based in Bradford, but that I have to write to Liverpool in relation to any comments I have to make. I am not related nor have I ever spoken to Sarah before.

I would like to say what a delight it was to speak to someone who took the time to listen and appreciate my situation and the complexity of the nature of my recent change in circumstance. This being especially difficult for me as a result of a stroke three years ago and other tragic circumstances.

She helped me understand all the items that needed resolving and went ‘the extra mile’ in terms of helping me to appreciate the way in which things were worked out.

She had a warm and approachable manner all the time, never getting frustrated with my lack of knowledge or inability to understand the facts and figures of my case and the points I was trying to make.

Putting it bluntly, I have to say that this lady restored my faith in the HMRC helpline and for first time ever, as a customer, made me feel that she was doing her best to help me out and enable me to appreciate the finer points of what and how things would be worked out.

I told her that I was appreciative of her work and said that it made a real difference for people like me to speak with someone who was personable, had a sense of empathy and explained things in a meaningful way and did not simply refer to a prepared text or routine.

I sincerely hope that other staff are shown this person's style in that more people can benefit fom the service offered..

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