Respond to inquiries and suggestions from customers, coworkers, and supervisors.
Response should include
- responding in a culturally appropriate, professional, and timely manner
- clarifying inquiries
- locating sources of relevant and accurate information
- using direct, descriptive, and specific language
- following company policy regarding referral of inquiries to coworkers or supervisors
- treating every customer contact as a sales and retention opportunity.
- Why is it important to provide accurate, clear, and timely answers to questions from customers? From coworkers?
- When might it be important to clarify an inquiry?
- What process is used to obtain information for responding to an inquiry?
- How can a customer inquiry be turned into a sales opportunity?
- What similarities and differences might there be between customer inquiries and coworker inquiries?
- Why is it important to set realistic expectations for customers?
- What does the expression "honesty is the best policy" mean? How does it relate to customer service?
- How quickly should you respond to customer inquiries?
- What are some sources of information when responding to customer inquiries?
- Why is it important to train employees on company policies and procedures?
Related Standards of Learning
History and Social Science
The student will demonstrate skills for historical thinking, geographical analysis, economic decision making, and responsible citizenship by
- planning inquiries by synthesizing information from diverse primary and secondary sources;
- analyzing how political and economic trends influence public policy, using demographic information and other data sources;
- comparing and contrasting historical, cultural, economic, and political perspectives;
- evaluating critically the quality, accuracy, and validity of information to determine misconceptions, fact and opinion, and bias;
- constructing informed, analytic arguments using evidence from multiple sources to introduce and support substantive and significant claims;
- explaining how cause-and-effect relationships impact political and economic events;
- taking knowledgeable, constructive action, individually and collaboratively, to address school, community, local, state, national, and global issues;
- using a decision-making model to analyze the costs and benefits of a specific choice, considering incentives and possible consequences;
- applying civic virtues and democratic principles to make collaborative decisions; and
- communicating conclusions orally and in writing to a wide range of audiences, using evidence from multiple sources and citing specific sources.
The student will apply social science skills to understand that in a democratic republic, thoughtful and effective participation in civic life is characterized by
- exercising personal character traits such as trustworthiness, responsibility, and honesty;
- obeying the law and paying taxes;
- serving as a juror;
- participating in the political process and voting in local, state, and national elections;
- performing public service;
- keeping informed about current issues;
- respecting differing opinions and the rights of others;
- practicing personal and fiscal responsibility;
- demonstrating the knowledge, skills, and attitudes that foster the responsible and respectful use of digital media; and
- practicing patriotism.