Client: New Mexico Taxation and Revenue Department Tax Call Center

Current as of: 04/07/26 @ 10:44 AM MST

Introduction, Greeting and Issue Identification:

• "Thank you for calling the New Mexico Taxation and Revenue Department. My name is [CSR Name]. May I please have your full name and telephone number in case we are disconnected (if business, ask for extension number)?” 
• How may I help you today?"

Understanding the Issue and Clarification:

“Is this call related to a Personal Income Tax (PIT) issue or Business/Corporate Income Tax (CIT) issue? 

           Optional - "Can you provide me with some additional details so that I can better understand the issue?"

Empathy and Acknowledgement:

"I understand, thank you for explaining that.”

Issue Resolution:

• "I can help with that." 
• “Here’s what I will do, I will be transferring you to someone that is trained to help with this issue. Please have your taxpayer identification number and any related documents available.”
• “If you have any other issues, we’re always happy to help, you can call us back during business hours or you can visit our website tax.newmexico.gov.”

Confirmation and Follow-Up:

"Before I transfer you, is there anything else I can help you with?"

Closure and Gratitude:

• "Thank you for calling the New Mexico Taxation and Revenue Department. It was my privilege to serve you today. I will transfer you now. There may be some silence. Please remain on the line."
• "Have a good day!"

Optional Feedback:

"We're always looking to improve our service. Do you have any feedback about our call today?"