in

Callers, your handling time is entirely in your hands

**Scenario 1.**
Thanks for calling [hotline], my name’s [name], is it ok to keep a record of your details or would you prefer to be anonymous?
[Anonymous]
No problem, in that case can I ask if you’re Aboriginal or Torres Straight Islander?
[No]
And what’s you post code?
[Post Code]
Thanks for that, how can I help you today?
(Time to Enquiry, ~20 seconds)

**Scenario 2**
Is it ok to keep a record of your details or would you rather be anonymous?
[No, you can keep a record]
Great. What is your name?
[Name]
What is you date of birth?
[DOB]
Are you Aboriginal or Torres Straight Islander?
[Y/N]
And can I get your post code please?
[Post code]
Great, and how can I help you today?
(Time to Enquiry, ~40 seconds)

**Scenario 3, aka, HOW NOT TO DO IT**
Thanks for calling [Hotline], my name is
[Yeah I just have a simple question, so can I….]
Sorry, before we start…
[…. And then if I were to …]
Sorry to interupt, I just have to check with you if it’s ok for me to keep a record of your details?
[Oh, I don’t care, it’s just a simple question…]
Ok. Can I get your name please?
[Why do you need that?]
So that I can create a record. If you like, I can mark it as anonymous.
[My name’s (First Name)]
And your last name?
[Why do you need that?]
This info is only so that we can do a privacy check if you call again.
[Whatever. My last name’s (Surname)]
Thanks for that. What’s your date of birth?
[Jesus, how many effing questions are there?]
Only this one and two more, sir.
[Fine, mark me as anonymous. JFC]
No problem. In that case, can I ask if you’re Aboriginal or Torres Straight Islander?
[Well why is that important?]
This is a demographic question. The government needs to know if …
[Do (racist term that refers to Aboriginal Australians) get better treatment?]
No sir, it’s just for demographic records.
[You know what? Put me down as (racist term)]
No problem (ATSI left as ‘Neither’). And what is your post code.
[Eff me, how many more questions are there?]
This is the last one.
[Why do you need to know my effing post code?]
Both for demographic reasons, and so that I can give you information relevant to your state or territory.
[Aren’t you in (State)?]
No, sir, I’m in [other state]. This is a *national* hotline.
[Effing typical, you don’t even know what you’re talking about. My post code is (post code)]
Thank you. How can I help?
(Time to Enquiry: 2 minutes)

What do you think?

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Some customers made me less homesick

You need to appear confident…