Responding to inquiries

How you treat others when responding to their inquiries, whether face-to-face, in writing, by email or by telephone, will have an impact on how others view you and your organisation.  It is important to demonstrate a professional and positive attitude.  You can do this through:

Courtesy – Be polite and respectful.  This is always appreciated and is recognised by others.

Initiative – Take the first step towards action.  Be pro-active (initiating action) rather than passive or reactive.

Commitment – Commit to the task outcome.  Persevere rather than give up when it becomes difficult, and consider alternative ways to reach an outcome.

Tolerance – Be patient and tolerant towards others.  Accept that others have needs, opinions, beliefs and methods that are different to your own.

Trust – Demonstrate your trust in the person you are communicating with.  This will help bring about the best outcome.

Time awareness – Respond to inquiries in a prompt and efficient manner.  If asking visitors to wait, or putting callers ‘on hold’ let them know why, and for how long.  Respond to emails and letters promptly.

Last modified: Tuesday, 22 October 2013, 2:25 PM