Could I ask Mr. Nixon to answer the question, because he might have more experience on the ground than I have.
When our front-line workers begin to be trained for service, we tell them to do their best, to be as courteous as possible, as polite and as helpful as possible, to show people where they should call or to direct them to another office. They must do this in the second language if they can, by using phrases that they have learned, and they must direct people to someone on the premises who could perhaps be able to serve them. They must provide them with all the information they need, as politely as possible, as practically and as efficiently as possible.