Capturing enquiries · ASRR Tech
How do you record a useful telephone enquiry?
Record the request, commitment and responsible colleague. Separate the customer’s words from your interpretation so another person can continue accurately.
A practical example
A customer requests an after-hours callback; that matters more than lengthy notes.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Summarise the request.
- Record contact arrangements.
- Assign the next action.
What does success look like?
A colleague knows who calls, why and when.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Capturing enquiries: the wider process
The entry channel determines what information an enquiry contains. A brochure form provides different context from a phone call or an Instagram message. Capture what you need to choose the next step. Keep the original request alongside structured fields so a colleague can understand its meaning. Agree who reviews new enquiries and how exceptions are recognised. Test the route with a normal enquiry, missing information and a returning customer. Then inspect the record the responsible employee actually sees.