1 Difficult legal issues: Lawyers cannot give correct guidance to legal issues in areas where non-lawyers are good at consulting users.
Word:
Answer: Sorry, the question you asked does not belong to my field. Please leave your contact information. If there is a lawyer on duty who specializes in this area, we can return to answer your questions.
2 General complex questions: Legal questions asked by users can be answered by lawyers, but they are relatively complex and require legal support, such as? State compensation? standards, conviction and sentencing standards, etc.
Word:
Answer: Sorry, I need to check this question. Just a moment please.
b (When the user asks for query results): Sir/Ms., we are querying for you. Just a moment please. Thank you all!
c (When users complain about long waiting times): Sir/Madam, I'm sorry to keep you waiting. Due to complicated/remote/local regulations, we cannot help you find it for the time being. Please leave your contact number and we will call you back within 2 hours.
*Note: The general query time is controlled within 1 minute. If a longer query time is required, the user should be informed in advance, but the maximum time should not exceed 2 minutes. And on the same phone call, the user must not be asked multiple questions repeatedly.
3 Controversial issues in practice: There is no clear legal basis for user consultation.
Words:
About, sir/madam? The problem is not expressly stipulated in the law; judging from your situation, what if? Problem (situation analysis), there may be non/illegal situations.
b: This is my judgment based on the situation you described and the current judicial practice. If you still believe that your rights and interests have been infringed, you can report it to the *** department or resolve it through litigation.
4. Inconsistency with other lawyers:
According to account records, or users have questions, it is found that the answers are inconsistent with other lawyers
Words:
< p>Sir/Madam, what are the opinions of other lawyers? (Ask the user to state the opinions of other lawyers)b (Find that you have made a mistake, have the courage to admit it, and have a sincere attitude): I'm sorry, my answer just now was wrong, and the lawyer's point of view was right.
c (when there are purely different opinions): Each lawyer looks at the problem from a different perspective, and we have not seen your specific materials, so there may be some differences in the answers of different lawyers. I hope you can understand, and I believe every lawyer wants to try their best to help you solve your problem. You can also choose the opinions and suggestions that are most beneficial to you based on your specific situation.
5 Later, I discovered that I answered the question wrong:
If the lawyer finds that the user answered the question incorrectly, he should call back promptly to correct, apologize, and explain.
Words:
Hello, Sir/Madam! I'm the lawyer on duty at Guangdong 12348 Gong* *Legal Service Hotline* *. I'm sorry. Did you consult this morning/afternoon (yesterday)? Problem due to? There is a problem with the explanation. What should be the correct explanation?
6 Complaining about the law is useless:
When users say that they have tried mediation, arbitration, and prosecution and cannot solve the problem, they will continue to consult other solutions.
Word:
Answer: Law is just a way to solve problems. Some problems cannot be solved through legal means. We also feel very sorry for this. Hope you can understand. What other questions do I need to ask? (The user said no and ended the call according to the normal procedure)