Resources for mentees
Resources for mentors
Other resources
Regional events
Best Practice Toolkit
Recruitment and selection
Training and development
Mentor matching system
Code of ethics
Programme management
Response to enquiries
Mentee development
Responsive to market
Act on feedback
Speed Mentoring Events

Response to enquiries

Systems and processes are in place to ensure that all enquiries received from mentors and mentees are responded to in a timely manner.

Examples of best practice include:

  • Trained and competent members of staff handling all enquiries- all leads and referrals through one point of contact
  • Minimum requirements/standards re timescales for response – published policy
  • Auto responses to acknowledge receipt of enquiry with a stated timescale for response
  • Databases/registers/logs to monitor contact,:
  • Staff trained in and adhere to customer service excellence standards
  • Review systems in place

Download - Customer Service Standard (PDF - Customer Service Excellence)

Download - Example customer first strategy (PDF - Durham County Council)

Download - Example promise to you (PDF - Durham County Council)

Download - Example suggested database fields (MS Excel)

Content copyright © Institute of Enterprise and Entrepreneurs – licensed under a Creative Commons Attribution-NonCommercial-ShareALike 3.0 Unported License. (