So, how do we call the hotline? What are the skills?
First of all, we need to understand a question. Who is responsible for answering the hotline? Hotline means official and authority, as well as establishment and financial allocation, so its personnel and funds will be limited. Take the court as an example. Do you think that when you call the court, it must be the court personnel who answer the phone? Not necessarily. Formal personnel are limited, but the work is unlimited, so there will be many supernumerary personnel. Including supernumerary employees, university interns and people's mediators, they will also cooperate with legal aid centers, real estate agents, banks and insurance companies, and even outsource their business to commercial companies.
Generally speaking, the first connection must be an integrated operator, who can only handle inquiries and simple questions, and will conduct background inquiries or transfers when encountering complex problems.
So when you ask for help for the first time, you don't need to say too many background stories and emotional entanglements, but you should grasp the key points and tell the other party the main difficulties or disputes you have encountered, so that the other party can sort them out and give you a better reply. If the problem itself is not complicated, the operator can handle it with rich experience and rich background data. If it is beyond his ability, he will generally transfer it.
After the transfer, it will generally be handled by "experts". Don't think that a toll-free hotline can handle it. Because of government subsidies, political tasks and charity, the hotline can hire social professionals at a low price, even the experienced and authoritative managers of the unit.
In the second call after the transfer, it is suggested that we can communicate under the guidance of the other party. After clarifying the ins and outs of things, we can add other things that are missing or need to be emphasized. If you can know the specific person in charge, you'd better leave your contact information for subsequent communication.
When dialing the hotline, the common mistakes are: there is too much nonsense when you connect for the first time, and you don't know what to say after the transfer; When you connect for the first time, your mood is ok, but after a long time, your mood gradually gets out of control, and inappropriate behaviors such as abuse will appear. After all, it's no big deal to offend operators, but it's not good for you to offend other professionals.
? Some people say that it depends on the classification of the hotline, fearing that the attitude is not strong enough to solve the problem. For example, comprehensive hotlines such as public legal service hotlines and court service hotlines will not upload reports, but will be evaluated by favorable rate at most, and their authority is very limited. Most of them have no real power and can only consult, leave messages or make appointments at most; If it is a special line such as the mayor's hotline and the director's hotline, the platform and effect of solving the problem will be higher. As for whether the attitude is "bad", it depends on things.
If it involves the loss of your family, others will understand and tolerate your emotions, but if it is only a few hundred dollars of subsidies, it would be disgusting to make a scene and cry. If it is really important or urgent, it is much more effective to communicate many times and communicate as soon as possible than to vent on a big phone call.