TN 1 (04-86)
RS 02815.040 Telephone Technique
It is important to learn the identity of the caller, wage earner, beneficiary, claim number, address, telephone number, and nature of the problem early in the conversation. Do not keep the caller waiting while attempting to obtain a folder. Usually a caller will be satisfied if we take prompt action on the issue. This may require a folder action and a letter of explanation to the beneficiary and/or caller. When it is necessary to return a call, it should be placed through FTS unless it is a local call.