Never say "I do not know"

Hello all,

I found that saying to students "Iam going to have the research that question" shows the stuent that you are will to go beyond the call of duty for the correct information.

Chyrl Ayers

Shawn,

That is a great thought and it gives your students the awareness of your willingness to assist them beyond the daily items. It is important to always a present a confident and capable attitude to your students and a willingness to go the extra mile when needed.

Appreciate your thoughts.

Sincerely,

Chyrl Ayers

Sharecia Terry

I agree, that is an excellent response, I actually tried it and the student thanked me for taking the time to do so.

Thanks for the suggestion!

Chyrl Ayers

Sharecia,

Our desire is that our forum will provide you with ideas, confirm beneficial methods and assist in identifying areas of improvement. All of us appreciate you taking the time to provide feedback to recommendations or suggestions.

Sincerely,

Chyrl Ayers

Jacqueline Quinones-Acosta

When willing to go out of your way to help one of your students it proves to them you care and when showing them that you earn respect while in the process even if it is a simple task.

Chyrl Ayers

Jacqueline,

I agree it is very important for all members of hre college team to go above and beyond to service the needs of the students. Having your students respect and willingness to come to you on small and large issues are crucial.

Sincerely,

Chyrl Ayers

John Patrick Fernandez

I have gone through a customer service training. It was pointed out to us that never say "I do not know..." We have been trained to say, "Let me get the best person to assist you with that..." or "Let me research on how we can solve that..."

My question is, if you do come across a situation that you know you are not able to help them with, how do you respond to that without giving them false hope?

Thank you!

Chyrl Ayers

John Patrick,

I have always worked at being upfront with my students and colleagues when presented with an area that I lack knowledge to immediately resolve. I would inform the student or colleague that I do not have have firsthand knowledge of the information; however, I am privy to numerous research and other professionals and will seek their guidance. Also, I cannot guarantee a resolution that will please you or your situation but I will search for a resolution that is accurate to ensure your compliance with requirements. It has been my experience that there is always someone in our Financial Aid Community that has dealt or knows someone who has dealt with all types of situation.

Your thoughts and comments to this Forum were excellent. I greatly appreciate your participation.

Sincerely,
Chyrl Ayers

John Patrick Fernandez

I think the most important thing is we empathize with the student or colleague asking for our assistance. With us empathizing, it shows we care in getting a resolution.

tish pickrell

I feel that it is ok if a student ask a question we do not know the answer to. We should tell them that is a great question, let me research it in order to provide you with the correct information.

Chyrl Ayers

Tish,

I agree. There will be times when you need to research to ensure accurate information is provided. I think it is better to gather the accurate information that provide incorrect information to your students.

Sincerely, Chyrl

Chyrl Ayers

Lovevonia Rose

Never say I don't know, make the student feel good to know someone is help them and the job is getting done. I we all come as one then the student know we care.

Chyrl Ayers

Lovevonia,

It is very important that your students have confidence in your ability to get their issue resolved or answered. However, there may be a time you need to research an item and it has been my experience being honest about the importance of giving the right answer is sometimes worth the wait. You have to instill confidence in your students about your knowledge and willingness to assist. As long as you are putting your student first with courtesy and care you should do great.

You are correct - it is a team effort to care for a student. Great response.

Sincerely, Chyrl

Chyrl Ayers

EMMA RODRIGUEZ

I truly believe with the answer given that you have to project that your main interest is the student's interest. Sometimes it takes extra effort, but at the end the results are that the student's will trust that even if they don't get the answer they're looking for that you're trustworthy. Your integrity is the best selling point--which I believe are the best source of advertisement.

Chyrl Ayers

EMMA,