Public Enquiry Phone Script for Government Offices
Use this when: Staff answer public calls and need a consistent, helpful approach.
Opening "Thank you for calling [department]. This is [first name]. How can I help?" Understand it - Listen without interrupting, then repeat it back: "So you're asking about [topic]. Is that right?" - "Is there a deadline we should know about?" If you can answer it Give the answer from approved information, and tell them where it's published. If you can't "That's handled by [office]. I can give you their number, or transfer you. Which would you prefer?" If it needs follow-up "I'll log this. Your reference is [number], and someone will contact you by [date]." If they're upset "I can hear this has been frustrating. Let me see what I can do, or who can help." Close "Is there anything else I can help you with today?"
Before you use this: Follow your privacy, access and language-service policies. Verify identity before discussing personal files.
Fill in the items in square brackets and adapt this to your business. It's a starting point, not legal or professional advice. You can also check the AI & Privacy Checker.
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