If I didn't answer the phone while I had a student in front of me, the student would most likely feel like I was ignoring the person on the phone. He/She might put themselves in the shoes of the person on the phone which in turn would create a bad impression of myself.
Lori,
Thank you for sharing that in the forum. How do you feel the communication hierarchy plays a role in this process?
Dr. Jean Norris
Breanna ,
Excellent point. Thank you for sharing your answer!
Dr. Jean Norris
For me, it depends on why the student is in my office. If it is a potential student and we are discussing enrollment options or if I'm answering questions about the program, I let the incoming call go to voicemail. If the potential student is there to enroll and is filling out the enrollment agreement, I may take the incoming call depending on where they are in the process of filling out the paperwork. If it is a student that is currently enrolled in school, I would ask the student to excuse me as I take the call. Either way, because of caller ID, I return all incoming calls regardless of whether or not the caller leaves a message.
Matthew,
Thank you for sharing. This way you are showing respect to both the student in your office and the caller.
Dr. Jean Norris
It depends on what I am dealing with at the time. If the student in front of me needs something that I feel needs to be addressed first then I don't answer the phone. I do try and answer it if I think it won't interfere with what is in front of me.
I just try and make sure both know they are important and I do try and explain to the caller that I will need to call them back if the discussion is going to take more then 1 minute.
Amanda,
Great awareness! You make both students feel important, excellent! Thank you for sharing.
Dr. Jean Norris
tell student in office to wait a minute, answer phone, tell them you'll call back, then get back to person that's in office. That way everyone was responded to, in a triaged fashion. The person on phone should be called back asap - when they're ready to see school, and call, you should "strike while the iron's hot!"
Kathryn,
It sounds like you are really taking everyone into consideration! Thank you for sharing.
Dr. Jean Norris
I politely let the student in my office know that I will need to take the call and excuse myself to do so. For the caller I would take their information and let them know I am currently assisting another student and I will get back in touch with them before the end of the day.
Stephanie ,
It sounds like you are showing great customer service to both students. How does the student in your office respond to your taking the call?
Dr. Jean Norris
very favorable excited and they tend to want to learn more about what we offer and how we can assist them
Stephanie ,
It's always great to be positive when answering the phone. What do you say to the student in your office?
Dr. Jean Norris
I would excuse myself for a moment to take the call, establish with the student on the phone call that I will call them back as soon as possible to address their concerns but I am with a student at this time, and return to the student in my office.
I would ask the student in my office to please excuse me for a minute. I'll take the call identify myself, and let the person calling know that I'm currently assisting someone at the moment; Get a brief information of what he/she wants enquiring about.Then I would get their contact information and let that person know that I will return his/her call as soon as I am done with my current appointment.
Richard,
That sounds like great customer service to the student on the phone! What do you say to the student in your office?
Dr. Jean Norris
Carla,
It sounds like you are providing great customer service to your students. How do you think the student in your office feels about you taking the call?
Dr. Jean Norris
Of course it is always important to make sure that the student in front of you knows that their issues is of upmost importance. At that point you would ask them if it would be ok if I took this call and and excuse the interruption. At that point whomever is calling on the phone I would get their information letting them know that I certainly want to help them however I am with another student and if they would give me their contact information I most definately would call them back within the hour to assist them with what they need.
Portia,
It sounds like you are providing great service to both the student in the office, and the student on the phone. What do you think the effect would be if you let the call go to voicemail?
Dr. Jean Norris
I tell the student in my office to please excuse me I need to answer this call. When answering the call I say thank you for calling RMDS how can I help you. When the students starts talking and asking for information I kindly say would like to help you with that information, at this time I have a student in my office I will give you a call as soon as Iam done helping them out. I want to help you out as well and give you that 100% attention in answering you questions. Thank you for understanding and I will call you back. Have a great day.
