The 7 P's are spot on! I liked the fact that this course was an easy read. Great tips and reminders of best practices that need to remain as standards.
Always remember that everyone is different. Make sure to use the Proper P's when engaging over the phone. Being present and a active listener.
Remembering the 7 P's of phone etiquette will help keep you focused and in tune with your prospective student. It is so easy in the new age of technology to multitask and to be distracted from your phone conversation so it is essential to be centered and focused on the caller and their needs.
Powerful Telephone Techniques --> The Inbound Call Experience. GREAT topic/skill-set to always attempt to improve upon and refine, The (AR) process of building rapport and gathering information has proven to be one of the most critical steps in (specifically) inbound call communications. Building rapport and gathering information is the equivalent of Math and the orders of operation; the mistakes or over-sights made early in problem solving (building rapport, info. gathering, discovery) will be the same obstacles, objections and issues that will require being 'revisited'... even if successfully.
The inbound call module helped to reinforce the importance of ensuring everyone call receive adequate customer focus to ensure all information is shared in a very polite, personable and professional manner.
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.
