Adviceline script

SCRIPT

Hello you are through to Adviceline. My name is…….

The Citizens Advice service would like to keep a confidential computer record of your enquiry to assist us in helping you. Are you happy for us to do this?

To help us understand and improve our service, Citizens Advice may want to contact you at a later to date to ask for your feedback. Do you agree to the Citizens Advice service sharing your personal information with trusted organisations so that you can be contacted to provide feedback?

• Can I take your postcode?

• …and house number?

• And your name please.

• May I have your telephone number just in case we get disconnected?

• Is it ok to leave a voice or text message on this number

The following questions are for monitoring and funding purposes if you don’t want to answer them please let me know

• Would you describe yourself as disabled or as having any long-term health problems?

• How would you describe your ethnic origin?

• What is your date of birth?

((If they have used the service before)) Is your enquiry today about an issue you’ve discussed with us before or is it about something different?

• What can I help you with today?