Customer Service vocabulary · Requests & Complaints
Inquiry
Meaning in customer service, with examples
/ɪnˈkwaɪəri/nounCore term
In customer service, inquiry means: A question or a request for information that a customer sends or asks, for example about a product, a price or the status of an order.
In Turkish: soru, bilgi talebi, başvuru
How it is used
Common in emails and reports: "Thank you for your inquiry", "general inquiries", "billing inquiries". It sounds a little more formal than question. Many companies report inquiries (questions) separately from complaints (problems).
Example sentences
Thank you for your inquiry. Our opening hours are 9 am to 6 pm, Monday to Friday.
Most inquiries we get on chat are about delivery times.
Common collocations
customer inquiry
general inquiry
handle an inquiry
respond to an inquiry
billing inquiry
Related terms
requestSomething a customer formally asks a company to do, such as changing an address, sending a document or cancelling a service.
complaintA statement that someone is unhappy or not satisfied with a product, a service or the way they were treated.
response timeThe time between a customer contacting a company and receiving a reply, often measured in minutes for chat and in hours for email.
FAQFrequently asked questions: a list of common customer questions with short answers, usually published on a website or in an app.
