It is important to pay attention to space fillers, volume/pace, using negative phrases, avoid projecting emotions and enuciating when speaking to students over the phone in order to communicate effectively.
I appreciate the expert knowledge to model my own inbound calls. As the admin assistant that typically answers the calls and helps with admissions, I found this info very helpful.
Ensure to always follow the order of building rapport, then gather information and lastly, give information.
I like how it specified to ask the right questions. That is so important.
The importance of the inbound calls.
Having a positive attitude and wear a smile no matter what may be going through your head at that moment
Back to basics, speak with an upbeat tone. Listen
from this modukle I have learned that whan you are on the phone the way you feel , your attitude , you personality projects through the phone and the person on the other can definitely feel it so it is very important that you always smile and dial and is definitely something i always try to do , also gathering information is very important and i will apply what i learned here , I really liked the communication Herarchy piramid as I thinking that building Rapport is extremely important.
I think using the Hierarchy is a useful tool
Great information on how to build rapport and include the buying commitee.
Your tone of voice is important as callers can tell when they are dealing with helpful agents
i have learned what questions to ask and how to apply them
The ability to listen and gather information is imperative to understand the consumers needs. I appreciate the senquncial format of this steps process in making initial contact.
expressing positivity through calls is very important for 1st impressions, as well as also sounding professional.
Good steps to have a good communication
Introduction is very important. Smile while on the phone, enunciate your words, check your volume and pace and avoid negativity. Best practices for inbound calls are to build rapport, gather information and give information.
Connecting with customers using the communication hierarchy is a great tool. I personally believe that building rapport is essential.
There are choices of tertiary education for applicants, and so when they call your school, it is important they be treaed with respect and care taken to find out their goals and ambitions and if youe school offers what is in alignment with that of the applicant.
It is important to have the right number of persons to answer calls whether at fron desk or in admissions. Building rapport, gathering information and giving information are vital to providing excellent inbound call experiences.
Positive attitude each time! You never know what is going on the other end of the line- fear, anxiety, etc.
The communication hierachy works really well, especially during the harder conversations when you need to break up long pauses or siliences, because you can draw from your personal experience to be more relatable to the students needs.
