Best Practices

These practices will help you avoid unnecessary wallet charges, reduce customer complaints, and provide a better service.

1. 01

   Always Confirm Customer Information

   Never perform a search based on guesses. Read the information back to the customer and let them confirm it before submitting.

2. 02

   Explain Charges Before Proceeding

   Before searching, let the customer know if the service attracts a charge.

3. 03

   Never Guess Customer Details

   If a customer is unsure about their phone number or any other information required for a search, do not try multiple searches. Confirm the correct details first.

4. 04

   Use the Right Search Method

   Choose the search type that best matches the information the customer has.

5. 05

   Verify Results Before Printing

   Before downloading or printing any document, confirm that the returned information belongs to the customer.

6. 06

   Keep Your Wallet Funded

   A low wallet balance can interrupt service and force customers to wait.

7. 07

   When in Doubt, Check the Playbook

   If you are unsure how to handle a customer request, refer to the relevant Customer Scenario before proceeding.