When you receive a customer inquiry it is important that you get down to the point of what is being asked. The following 4 step process may help in this process:

1. Acknowledge the Inquiry

2. Understand the Inquiry

3. Resolve the Inquiry

4. Follow Up on the Inquiry

The first step in responding to a customer inquiry is to acknowledge that you have received it and that you are working on it. This shows the customer that you care about their issue and that you are not ignoring them. You can send a simple email, text, or phone call to confirm that you have received their inquiry and that you will get back to them as soon as possible. You can also provide an estimated time frame for the resolution, or direct them to a self-service option if applicable.

The next step is to understand what the customer is asking or saying, and why they are contacting you. You need to read or listen carefully to their inquiry and identify the main problem, need, or goal they have. You also need to empathise with their situation and emotions, and avoid making assumptions or judgments. You can use open-ended questions, paraphrasing, and summarising to clarify and confirm their inquiry and show that you are listening and paying attention.

The third step is to resolve the customer's inquiry in a way that meets or exceeds their expectations. You need to provide accurate, relevant, and complete information or solutions that address their problem, need, or goal. You also need to explain the steps you took or will take to resolve their inquiry, and provide any additional resources or support they may need. You can use positive language, examples, and testimonials to demonstrate the value and benefits of your products or services.

The final step is to follow up on the customer's inquiry and make sure that they are satisfied with the outcome. You need to ask for feedback, thank them for their time and trust, and invite them to contact you again if they have any questions or concerns. You also need to record and document the inquiry and the resolution, and use the feedback to improve your processes and products. You can use surveys, reviews, or referrals to measure and improve your customer satisfaction and loyalty.

By following these best practices, you can respond to customer inquiries in a way that builds rapport, trust, and satisfaction among your customers. You can also enhance your reputation, retention, and revenue as a result of providing excellent customer service.

When dealing with customer inquiries you will have a certain level of knowledge and understanding related to the product/service you are providing. You do, however, have other sources at your desposal to assist in addressing a customer inquiry. These could include the following:

• other staff members who are more experienced than you.

• workplace policy and procedure documents

• manuals and user guides

• online resources

Previous we discussed the following common customer inquiries in the industry:

■       venue facilities

■       location of specific seating areas

■       correct entrance door for particular seats

■       exit points for the auditorium

■       special venue restrictions (food, drink, cameras)

■       special effects being used in performances (strobe, smoke)

■       lock out procedures for the performance

■       ‘No entry’ areas.

You will have the opportunity in this activity to take on the role of a front-of-house staff member. Your teacher will provide you with specific scenarios related to these types of inquiries and you must respond in an apporopriate way (remember to pass them on to the appropriate personnel if necessary).