Since April we have a call centre in charge of booking appointments. This has been a big help since that IS their raison d'être. My role covers so many areas that I had to divide my time which resulted in less attention on booking appointments. Occasionally I get direct calls to book and I am doing well at. This is because the call centre fields the majority of inquiries giving me more time on the ones I receive directly.
I try to get to know the student, not use typical admissions talking points because I feel people catch on to a "scripted appointment set". If you really get to know a little about someone and tell them you remember they said.........something, they know you were listening to them.
Thank you Janet!
I gain more about the student like their needs, concerns about coming to college, career plans, what they are looking for in a college.
Any information I can gain prior to them making the trip to campus is helpful, but also, if my school isn't the right choice then I can let them know that up front.
For example:
-if a student is looking for a program we do not offer
-is looking for a residential living style
-has a particular class style we do not offer
This way, the student feels I am listening to their needs and will not just "blindly" have them come in if my school clearly cannot offer what they need.
You are welcome sir.
And you are right. Most adult students have talked to many admissions reps, so "Scripts" sound like scripts.
Janet, Excellent. Thank you for posting in the forum!
Elizabeth Wheeler
I find that I'm am stronger face-to-face. However, I tend to avoid email and prefer to pick up the phone. It helps me to establish the relationship, tone, and purpose of my objective, since email is always read with a negative tone (no matter how you write it). I usually follow-up with an email to reiterate the phone conversation, and then use that as a means to provide further clarity on specific topics.
When I worked in telesales, we used to have a mirror on the desk so we could be aware of our face at all times. :) just a helpful hint! :)
I agree! I usually have points written down so I remember everything I wanted to say, but sometimes a script be death! I strongly feel that anyone who is going to represent your organization should have all the knowledge learned before communicating with students. At the least, they need to be strong enough to develop trust to let the person they are speaking with know that they do not know that answer, but they will make it a priority to find the answer and get back to them right away. Nothing worse than giving the wrong information and have to retract it. It does not instill confidence in your student.
Shawn, Interesting! I'm curious, what if the student prefers email? Do you still use your preference? Also, how can you improve on your email communication to meet the student's preference?
Elizabeth Wheeler
I prefer to communicate face to face or on the phone. Email makes it difficult to truly understand the tone/message that the end user is trying to get across. This can cause one party to take a statement the wrong way or miss-understand.
I have never had someone tell that they prefer email over a phone call. I guess because I'm first making voice contact with them and then letting them know that I will be following up with an email, it satisfies both of our preferences. I also find that this helps to eliminate the back and forth, and knee-jerk reactions that can be caused by email communications.
Hello. My preferred method of communication is face to face. I am more personable on a one on one. I do feel like I need to work on my communications skills over the telephone.
Morgan, Email can be tricky that way. In order to meet the student where they are (if they prefer email) what can you do to make sure your emails are clearly understood?
Elizabeth Wheeler
Tania, Great insight. What will you do to work on your communication skills over the telephone?
Elizabeth Wheeler
I am best at written - I take my time to think about the 'audience' and the most important points I wish to make, how to make them (how they will be heard by the audience), and how the message might go astray or be misinterpreted. My weakest is telephone. I am jotting my key points down now on a sticky note to keep beside the phone to make certain I stay on track, and that the points are clearly made.
JP, Great awareness. What else can you do to help improve upon your phone skills?
Dr. Jean Norris
My preferred method of communication is face to face, I am able to see the body language of the person across me, and how to approach the potential student.
method of communication that I need to work on, is email, or writing. I tend to write an email as if I am talking to that person, so it could be too wordy.
My personal preferred communication method is the Face to Face communication because it allows me to see and observe my client's reaction immediately though their verbal and physical feed back. Usually their facial expression tells you if they are on track with your messages and/or requests or not. Therefore, I can adjust my communication style gradually to fit my client's communication style and at the same time deliver the message and request to the client.
The communication that I need to work on is the written communication because when facing a new or potential client it usually took me a few email communications before I can tune into the right communication channel with them. However, after this module, I have learned that borrow words of wisdom from someone who is an expert and create a refined statements that can be used interchangeably will help me to avoid unforgiving situation.
However, I believe the inter use of the face to face communication with the telephone and the written to follow up clients makes the best communication method to target and close a business deal. Even the deal is not close at beginning, over a time period of telephone and written follow up the most of the clients response positively and some of them even refers other potential clients to me. As the result, inter use of the three main communication components seems to be better and effective than just adopting one of the three.
Yes, if you develop rapport on the phone, once you meet in person, it is even easier to connect. I take notes while talking to students on the phone. When I meet them I will let them know I listened. How did your boys do in their football game? If they mentioned a sick child, I will say how is he/she doing. It shows I listened and that builds trust!
Russell, That is a great way to demonstrate listening skills, and a great practice to keep up. Thank you for posting.
Elizabeth Wheeler
