When I have a prospective student in my office, my time is theirs and I do not take outside calls. Our receptionist is well trained - she very politely explains that I am currently with a student and I will call them back ASAP. She is usually able to get multiple conact numbers and any other pertinent information so that I can reach them as soon as I am able, prepared for the call with the right info at hand,if at all possible, so as not to waste any more of their time... As most everyone has a cell phone today, I am usually able to reach them very shortly after their initial call with no problem and I find them to be completely understanding of any minor delay.
All calls go through our receptionist.
If I am busy with a student they can leave a message on my phone or if urgent speak with our DOA.
If not urgent they leave a message and as soon as I am free, the minute I am free, I listen to VM and respond appropriately.
It sounds like you've given this challenge some thought and devised a strategy that allows you to handle it very well. Kiel up the good work, Dennis.
I ask the student in my office to please excuse me, As 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 contact them as soon as possible today before leaving.
It sounds like you approach the situation with respect for both parties involved, Alejandra. I'm sure your students appreciate that. What might you do if the student you are meeting with is offended that you answer calls during your meeting?
When we have scheld appt, we try to have two staff members at the school just for this reason.
So while one is taking the people call the other staffer will still be available for the Student who has the appt.
We do it this way because we did not want one to take away from the other
Before we mandated that two staffers had to be in the office during the time of an appt.
I tried that approach, and would always find myself rushing the person on the phone.
Interesting, Jason. So it sounds as if, while you tried to ensure coverage with two staffers, sometimes it didn't work as well as anticipated, is that right? What ideas do you have to improve the process without impacting your interaction with the student?
By letting the phone call go to voice mail. Returning the call after the student in the office has left.
Found it ti be difficult to try to do both because i want to be able to give my full attention to the students.
It's great to have that awareness, Jason. It sounds like you were able to identify what wasn't working for you and adapt your process to improve the interaction. Assessing what you do and what works/doesn't work is a great way to keep improving. Keep it up!
I do not handle inbound calls when I have a student in my cube, I wait to call back if they leave a message and also checked missed calls even if they didn't leave a message.
Thanks for sharing your approach, Linda. It sounds like you prefer to focus on the student in front of you. I'm sure your students appreciate that. You mention that you call students back that leave a message. What do you do to reach out to the students who call but don't leave a message?
I would do the same thing, call back and leave a message or talk with them about missing their call.
This can be very tricky; especially because I do not want to lose a prospect via phone. As this module shows; this is our first chance to make a good impression! Part of how we open our interview is to let the student we are meeting with know that we may be interrupted but that we will keep it short so we can focus on them. If we have to take a call I have my rep take it and then get back to the interview. That way it shows them that every student is important and if they need something, even if we are with someone, we will do everything we can to help them. I truly believe that if the person you are meeting with knows this may happen, they will be ok with it. This way they see every student, current or prospective, gets great customer service.
Thanks for sharing your practice, Bobbi. It sounds like you work very hard to demonstrate to your students that every interaction is important to you and your team. I think that by explaining up front what will happen if an interruption does occur is a great opportunity to explain how important each student is and why.
I FIRST ASK THE STUDENT IN FRONT OF ME TO EXCUSE ME. WHEN SPEAKING TO THE PERSON ON THE PHONE I LET THEM KNOW THAT I AM VERY INTERESTED IN HELPING THEM OUT AND THEN PROCEED TO SET ANOTHER TIME TO SPEAK WITH THEM. THAT WAY I MAY BE ABLE TO GIVE THEM 100% OF MY TIME TO ANSWER ANY QUESTIONS AND CONCERNS THEY MAY HAVE.
Great approach, Moises. It sounds like you try hard to take care of each student in this situation. I would imagine that your students appreciate knowing that you are there for them in a number of ways. Keep it up.
I excuse myself first, get the information from the caller and ask if I may please call them back that I am in the midlle of an interview. I also make sure to call them back as soon as possible & appologize.
When I have a potential student in my office I am totally focused on that person. There are 3 of us in the office that are very knowledgable and polite when receiving incoming calls. One of the other 2 will take the call and inform them that I am with a student and will return their call as soon as possible. They are careful, however, not to give too much information that should be shared with myself as the admissions rep and the potential student.
Thanks for sharing your process, Linda. It sounds like you do your best to take care of both students. How do your students typically respond to this approach and what "tweaks" do you think you could make to improve it?
