Lesson 2.1: Responding to Inquiries
Duration: 15 minutes | Workflow-Based Teaching
💡 Core Principle: You never write inquiry responses from scratch. Use templates, gather info, and let the system guide you.
The Inquiry Workflow (Step-by-Step)
When a student inquiry comes in, here’s exactly what you do:
Read the Inquiry Carefully
Identify what they’re actually asking for. Is it course information? Application process? Entry requirements? Timing?
Navigate to Inquiry Templates
System Path: Dashboard → Inquiries → Templates → Select Type
Template Categories Available:
- General Course Information
- Application Process
- Entry Requirements
- Fees and Payment
- Visa Information (Basic)
- Study Schedule & Duration
Gather Required Information
Use the information gathering checklist that appears when you select a template:
| Information Needed | Where to Find It |
|---|---|
| Student Name | From inquiry |
| Course of Interest | From inquiry or ask if unclear |
| Country of Origin | From inquiry or student profile |
| Intended Start Date | From inquiry or next available |
Customize the Template
Fill in the personalization fields (highlighted in yellow in the template):
- Student’s name
- Specific course details
- Relevant dates
- Any course-specific information
Review & Send
Quick checklist before sending:
All yellow fields filled in?
Student name spelled correctly?
Course information accurate?
Attachments included (if required)?
Using Templates (Not Writing From Scratch)
🚨 Important: Templates Are Your Friend!
You should NEVER write an inquiry response from scratch. Every scenario has a template. If you think there isn’t one, that’s your escalation trigger – ask your supervisor.
✅ Good Practice
- Select appropriate template
- Personalize the yellow fields
- Add specific course details
- Send with confidence
❌ Bad Practice
- Writing responses from memory
- Copying previous emails
- Making up information
- Improvising on compliance topics
When to Escalate vs When to Proceed
✅ PROCEED with Template When:
- Standard course information request
- Application process questions (basics)
- Start date inquiries
- General fee information
- Course duration questions
- Location/campus information
⚠️ ESCALATE When:
- Questions about visa compliance or student visa conditions
- Requests for credit transfers or RPL (Recognition of Prior Learning)
- Questions about deferment or withdrawal
- Complaints or concerns about courses/services
- Special circumstances or exceptions
- Questions from agents on commission or partnerships
- Anything outside standard template categories
- When you’re unsure!
Practical Exercise: Sample Inquiry Response
📧 Incoming Inquiry:
From: [email protected]
Subject: Inquiry about Business Management Certificate
Hello,
I’m interested in studying the Certificate IV in Business Management at your college. I’m from Malaysia and hoping to start in March 2026. Can you please send me information about the course, entry requirements, and fees?
Thank you,
Sarah Chen
🎯 Your Task:
- Which template would you select?
- What information do you need to gather?
- What fields would you personalize?
- Is there anything you’d need to escalate?
Click to See Answer
Correct Approach:
- Template: “General Course Information” template
- Information Needed:
- Course: Certificate IV in Business Management
- Student Name: Sarah Chen
- Country: Malaysia
- Intended Start: March 2026
- Personalization Fields: Fill in Sarah’s name, course name, March 2026 start date, Malaysia-specific entry requirements
- Escalation Needed? NO – this is a standard inquiry covered by templates
💪 Building Your Confidence
The more you use templates, the faster you’ll get. Most staff can respond to standard inquiries in under 5 minutes after just a few days of practice. The system does the hard work – you just personalize and send!
✓ Lesson Complete! Next: Application Processing