VUSSC/Content/Tourism/Customer Care/Importance of Internal Policies and Procedures/Procedures for dealing with enquiries

Procedures for dealing with enquiries

When you receive enquiries from your customers, it is important that you handle them in a professional manner and that you reply in the way that your organisation/agency requires. By doing this you will give a good impression to the enquirer, who may be a potential customer and you will only provide authorised information.

For these reasons, organisations/agencies develop procedures to be followed when enquiries are received. These typically explain

• the information you are authorised to provide;
• the way in which you should reply;
• who to refer enquiries to, when you are not able to deal with them yourself.