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Purpose and benefits

Helplines are essential for delivering support, service, advice, and information to customers. Use staff with extensive, up-to-date product knowledge and train them in customer service techniques to ensure they can deal effectively with different types of query or problem. To maximise the benefit to users of the service, deal with queries immediately where possible, or arrange to call the customer back on more complex queries and ensure that the customer is satisfied with the response at the end of the conversation.