Training public facing staff to deal with enquiries
Training public-facing staff to deal with enquiries
You should provide updated face-to-face briefings or written information to local authority staff who deal with the public to ensure they have the information they need to be able to respond to any queries they may receive.
This means thinking about likely queries and developing scripts and lines to help employees responding to enquiries to answer questions or refer callers to the right place.
Staff will also need to be prepared to deal with enquiries from, and relating to the registration of 14-17 year olds and qualifying foreign nationals, who may have no experience of the registration system.
To inform your planning, you should consider the level and type of enquiries you received during the last canvass and at Scottish Parliamentary and local council elections, and the channels through which these were received.