Inbound Calls at Your Office
How do you handle inbound calls when you have a student in your office?
I do not handle inbound calls when I have a student in office, I wait to call back if they leave a message.
My guess is that the student you are with may feel appreciative of your guesture NOT to answer the phone. Sometimes it may feel like second nature to simply pick up. Given how hard it is to get in touch with students it's probably hard to let it ring, too. I bet it takes more effort not to answer it.
I'm curious, what does your voicemail message say?
I explain to the student that is in my office before hand that I might be interrupted and provide them with a packet to look over incase I need to take a phone call. Every student I have had has been very understanding. That way neither the person who is calling nor does the person who is in my office feel neglected.
That's a great technique, James. How do you handle it when you have several calls that come in or if a call comes in at an "untimely" moment in your student interaction?
Honestly, I've never had more than one interruption. If so usually a co-worker will take the call for me and relay the message.
I ask the student in my office to please excuse me, I take the call and explain to them that I currently have someone in my office but would love to discuss their needs and see what we can do for them. I gather as much contact information from them and let them know that I will be back in contact with them shortly.
Sounds like a great approach, Monica. That way you are showing respect for both the prospect in your office as well as the caller.
Incoming calls ring on all the phones here. If I am with a student I have an available co-worker field the call. If it is a direct call to my extension I hit cover to send the phone call to voicemail. I am very good with follow-up so this hasn't caused any issues for me yet.
Sounds like you have multiple avenues to deal with calls that come in when you are with a student. That's great, Peter! I'm also betting the student you are with feels attended to since you don't divert your energy when a call comes in. Given how hard it is to get in touch with students these days, what can you do to make sure their questions are answered as quickly as possible (since they're use to instant response) when you're not available?
Our potential students are always told before the interview begins that we might be interupted briefly if I need to take a call. They hear me tell the lead on the phone that i have a student with me and I will have to call them back. This shows both the caller and the potential student that I care about their needs.
Good idea, Melissa. It sounds as if you prepare the student you're meeting with ahead of time just in case you get a call. That's a great approach for them however I wonder how the person on the phone feels when they can't get answers quickly. Do you ever have a hard time getting back in touch with the caller?
If I am working with a new student in my office, they are always my top priority and I do not answer any inbound calls. I provide the new student with my undivided attention. My phone is usually on cover when I am working with a student however, if I am waiting for an important call that I do not want to miss, I will forward my phone to an available co-worker where they can relay a message for me. I am great with follow-up, I check my messages throughout the day and respond to all missed calls and voicemails.
Jessica you certainly have all the bases covered! I especially appreciate the way you focus on your student yet provide exceptional service to others by having another live person take the call. That shows great teamwork!
I do not handle inbound calls while I am with a student. As an admissions counselor you should be giving your students undivided attention. It would be rude to answer the phone while you're helping someone else.
I bet your students appreciate that you are considering their needs first. Have you ever been on the other side of the desk - when someone has taken a call while you're sitting there? How did it make you feel?
I would excuse myself from the perspective student. Ask the person on the phone questions and then I would give him/her a brief information about the program, then set up an appointment to come in.
So I'm curious Jen. What has been your experience of dealing with calls in this fashion for both the prospective student and the caller?
Before I start my presentation. I tell the prospective student that they will be phone calls coming in and that I would have to take it. In this way, they know ahead of time. Taking phone calls while I have prospective student in front of me also creates urgency that there are other individuals interested in the program.
Interesting approach, Vina. I'm sure letting the prospective student know this is a possibility ahead of time is much appreciated. How does this work for you?
