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.