Leon, That is a great technique. You are demonstrating professionalism to both parties. Thank you for sharing.
Dr. Jean Norris
I take the information from the caller and give them my information with a specific time that i would be calling them back.I do let the caller know that i am with another client so they know that when i call them back or have them in the office, they will get that same attention if someone calls during there time with me.
Carlos, Great! What do you say to the student in your office?
Dr. Jean Norris
All calls for our school come through the front desk, which is located just outside the admissions office. The receptionist knows when we are meeting with students and sends callers to our individual voicemail. When students are at the school in person, our attention towards them is undivided.
LeAnn, Undivided attention is so important. I want to make sure I understand, even when a call is transferred to a representative, it does not get answered if the representative is with a student?
Dr. Jean Norris
I agree. I feel it is rude to take another call when I am with a prospective student. I have made that "their" appointment time and should focus on them. That is the time to listen to them, not take another call. We have four other admissions reps now, so this rarely happens anymore.
Front desk usually takes message, or call goes to voicemail.
Julie,
Hmmmm.....is there a better way to handle inbound calls or is this method working well?
Dr. Jean Norris
We are a small school as well and I know how difficult this can be. I would be interested in hearing more as well.
Shannon, Was is your current process?
Dr. Jean Norris
I would be honest and say "Sorry, I'm currently in a meeting with a student, could I call you back in an hours time?" and they are always happy because I gave them a time frame. But, be sure to make your promise, for example: if you say 1 hour it must be 1 hour, don't call back in 3 - 4 hours time.
Danny, Great advice! Thank you for posting.
Dr. Jean Norris
We practice the same approach. Being respectful to the candidate sitting in the office is the best approach. However. We don't usually get interrupted unless is necessary.
I will ask the person can I call them back in a few minutes so I can devote my time to student in my office
Henry, Devoting time to each of your students is key. What do you think is the perspective of the student in your office when you answer the phone?
Dr. Jean Norris
I always put my phone on do not disturb but sometimes if we are short staffed I have to answer which means I am also having to take time away from the student and also apologize.
Samantha, This happens from time to time. Do you inform the student you might be interrupted? If not, what do you think is the benefit of letting the student know you might be interrupted?
Dr. Jean Norris
There are interview rooms at my school so when a call comes in to my direct line they will get my voicemail. On my voicemail I let them know that if there is an emergency they can call the front desk and I have the number on my voicemail. As soon as I get back to my desk I return all of the phone calls starting with the most urgent.
Brittany, It sounds like you are providing great customer service to both the student calling, and the student you are interviewing at the time of the call. Is there anything you would change about this inbound call process?
Dr. Jean Norris
excuse yourself and take the call, making it brief or asking to call them back.
