Tips for handling a call
- Treat a Relay UK call exactly the same as any other call, this includes completing Data Protection checks and talking about their personal information.
- Keep in mind that a Relay Assistant will use every word used by you and our customer, with no exceptions.
- Talk in the same way you would if speaking directly with the customer. For example, “you have £5000 left in your cash facility” or “I'm sorry to hear you've not received our letter” or "I understand the delays are frustrating".
- It's ok for there to be unusual silence or pauses while the Customer / Relay UK assistant type responses.
- Allow time for the Relay Assistant to type your response to the customer.
- Allow time for the customer to type or speak their response to us.