Want to find out if a package might be right for you? Combine this course with Handling Enquiries Remotely on two consecutive days for a special discount?
Course: Handling Enquiries Face-to-Face
Just imagine what the final answer will look like
So you’re sitting behind the enquiry desk, expected to tackle any question thrown at you – and you’re panicking.
With practical group exercises based on real enquiries throughout, this course will guide you through the entire enquiry handling process – from problem to success.
It will also introduce you to some of the professional information sources and searching techniques that you can use to go one step beyond what your enquirers can do for themselves.
By the end of the day you will have...
- Practised effective questioning strategies and techniques, so you really know what the enquirer wants.
- Discovered how to analyse enquiries and work out where the answer may be found.
- Learned how to search efficiently, avoiding common pitfalls.
- Worked out what to do if an answer can’t be found.
Outline Programme (1 day)
Welcome and introductions
Interrogation strategies and questioning techniques
Imagining what the final answer will look like
Multipurpose information sources to get you started
Devising your search strategy
Searching efficiently
Finding your answer
What to do if you can’t find one
Winding up – have we met your key needs?
information skills training
