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.
I think having good listening skills is important so one knows how to gage the conversation and to show interest in the callers needs.
Positive tone and supporting questions go a long way. Knowing the best approaches to get someone to set an appt are key to success in Inbound calls.
Comfortability with any potential objections is key. Especially figuring out what other people may be involved in the decision making process.
Having an awareness of your phone presence can make you sound more professional and accepting to others.
This module was extremely helpful. It shows you how to engage with the student. So far this taught me that your tone in your voice is important. Make sure you are listening to the student that way you can make sure you provided the information they request.
Practicing how to answer the phone and listening to yourself to try and see what to improve on, whether your tone or how you speak.
I learned that tone is a thing. It is very important for us to monitor our tone, it can deeply determine our results.
