My experience in dealing with calls in this fashion has actually been succesfull. Of course there's times that it doesn't go my way, for example, if the prospective student is in a hurry. In that case I would still take the call but explain to him/her that Im in the middle of an interview and I will have to call back.
When students walk into my office, I let them know that I might have to take calls during our session. When a call comes in, I tell the student in front of me that I have to push pause for a minute. In most cases, prospective students understand that taking an inbound call is simply a requirement of my position. Sometimes, inbound calls can help the prospective student in front of me realize that there is a huge demand for the training that we offer. During some inbound calls, callers are referred to our program by a past graduate that has had a successful career in the industry. When students overhear success stories, they are more inclined to trust in the validity of our program. After I finish my inbound call by setting my appointment, I resume my interview with the prospective student in front of me.
Sounds as if you have managed the delicate balance between serving the person in front of you while handling phone calls. I'm curious. Have you ever had this approach not work?
Hi Dr. Norris- Besides taking inbound calls, I'm also a working D.O.A. so I had to learn to managed incoming lead calls and D.O.A. responsibilities. With that, I had to incorporate priority in a day to day basis. Lead calls does takes presidence.To balance both wasn't always easy but so far, It's been successful.I do have a question for you- On the phone call example in gathering info. The rep took the callers phone number and address right away- Do you think it's better to get this at the end once a rapport has been made? Thank you.
Wow! You certainly are Balancing a lot. Congratulations on doing so well with all the demands of your job.
To answer your question on building rapport first - ABSOLUTELY building rapport first is essential. I would even go so far as to say this is most critical in all student interactions.
Keep up the great work Vina and thank you for your thoughtful contributions to the Forum!
It can be difficult to balance serving the person in front of me while handling inbound phone calls. Inbound calls can hurt a presentation. If the prospective student has a busy schedule, he or she may simply run out of time.
I let the student know when they sit at my desk that we my experience interruptions because we have a class starting. I also let them know they are important but I want to be sure to help every person with starting classes
This is so true Matthew. Any ideas from the other forum posts on how to balance this to serve both the student in front of you and the one on the phone?
So it sounds as if you let the prospective student know ahead of time that there may be interruptions. That's definitely a plus! Has there ever been too many interruptions or has it gotten in the way of your communication with the person in front of you?
make sure I jot down the number as fast as possible, while continuing to gauge in conversation with student- just in case vm is not left on machine.
I let the student in my office know that there might be a possiblitiy that my phone may ring at that I may have to answer it. I believe this is important as the student student sitting with me will then know what type of excellent customer service I will dedicate to them and all my students that I work with.
It certainly is courteous and respectful to let the student know ahead of time there may be an interruption. Have you ever had a time when the student wasn't happy with the fact you answered phone calls while they were sitting there? If so, how did you deal with it?
So it appears you answer the phone and take down the phone number versus engaging in a full conversation while a student is sitting with you. Is this correct, Jose?
I do not handle inbound calls when I have a student in office, I wait to call back if they leave a message.
I do not handle inbound calls when I have a student in office, I wait to call back if they leave a message.
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 the student in front of you appreciates the dedicated attention. Is this your experience, too?
I do not answer them until I am available, but I do answer/call them back ASAP, definately that same day.
If you are with a student, that student should receive your undivided attention.
This is a nice balance, Joe. It shows respect for the student sitting in front of you and I'm sure the person on the phone appreciates a call back the same day.
I answer in a good tone of voice, identify my self and position; then i asked fullname contact number and asked how can i help you today. If i'm with another student, i explain that i'm busy at the moment, but if she or he give me around 15 minutes or 20, i will be more than glad and happy to assist you on there time. I apologyse to the student that i have at the moment a thank him for be so pascient.
