I learned how there are many different ways to answer phone calls. Based on your tone it sets the kind of impression you leave on the customer or student.
Gathering information will only help you in the long run! Remember to ask questions and keep "peeling the onion" to find out more.
I've learned that connecting with the prospective student from the onset of the call is critical to building a great rapport. I am looking forward to connecting with each student to learning how to best address and meet their objectives for learning.
Being engaged and actively listening to the speak is of vital importance. Being positive and avoiding negative words and phrases will help with phone conversations.
Always listen and focus on the students needs
handle calls with care, always smile, and listen to the prospective student
Great resource in listening attentively, paying attention to detail and the importance of building rapport.
Great suggestions when answering a call.
Comment on Dewey McGuirk's post: The 7 P's. With the line of work in Admissions sometimes you can get sidetracked with a conversation and one needs to come back to it by asking open ended questions and always being polite and professional about it.
This module refreshes our focus to what service and solutions we can offer to our clients. We must listen very attentively to the concerns of the students. We also learned that during Telephone transactions, we must prepare ourselves to increase confidence which will affect the tone of our voice during conversation. Paying attention to these types of details will not only help you understand your current telephone personality but will aid you in developing one that is more professional and positive.
The importance of building rapport, but listening to needs is so critical.
I have learned the importance of understanding what is important to a productive inbound call. Building rapport, strong listening skills and giving good information are keys to do this.
The 7 p’s of telephone etiquette
Effective telephone etiquette requires you to be:
· Prepared
· Present
· Polite
· Patient
· Personable
· Professional
· Proactive
It is very important to set the tone for the caller. Listening is an important key to building report.
Provided prospective on the inbound call process and how to manage areas where we maybe falling short.
Listen to the students needs, if you have a solution they will likely enroll
A call log is a helpful tool for organization.
The 7 Ps of telephone etiquette! Common sense, yet a great way to remember.
I really think one of the concepts that should be at the top of the list is, ability to listen. It directs your response but more importantly let's the caller know that you are actively listening.
Comment on Claire Frisbee's post: This is a great tip! I think it's important to be honest with "customers" and let them know what's going on so they don't think you're rude while you tie something up on your end and provide great customer service when you're finished.
