Communicating with Students
We sometimes find it difficult to get students to respond or have outdated contact information. How does your institution ensure ongoing contact with incoming students?
Ivan,
You were on point! Customer service is about follow through and continuous solid communication. They do not want to feel that they are just another number and the conversation of the day.
Patty Aronoff
Communication is the key factor of good humans’ relations. It is essential to keep the right communication with the students, not only at the time of the interview, but also during the entire length of the career. Students should not feel that communication with them was only a fact to get them enrolled, but that we really care about their success, even after they are employed. Their career success is our success and the educational institute as well.
Montrez,
Customer service is the cornerstone of any campus. Students have many aspects of their education in which customer service is key.
Patty Aronoff
I agree with the good customer service practice here. Students do want to feel like they are just another enrollment to the school but would like continue follow up and conversations after the enrollment.It is important to maintain a good relationship.
Sara,
It's the finer points of customer service. Making the contact personalized and fit the needs of your prospective student may make all the difference in the world.
Patty Aronoff
I couldn't agree more with Jacqueline. Being prompt with follow up emails regarding specifics is important for many reasons, including proof of contact, however, I know how important it is to not only have clarification one on one but it is nice for our students to have a sense of comfort. The phone calls are a little more of a personal touch and also makes communication a little clearer.
Chase,
Communication shows that you care about the student. They become part of the campus family and we are in this journey together.
Patty Aronoff
Constant communication. Spoke about at the interview, orientation, instructors update as well. Before breaks, letters during breaks.
Erika,
Absolutely! One of the first questions that I ask, is what is the best way to contact you.
Patty Aronoff
Our institution uses a variety of ways to communicate with students. I use the telephone, email or text. I think it's best to determine what kind of student you're dealing with and what methods of communication works best for that individual. Some students hate talking on the phone, but will respond to a text message or an email.
Jacqueline,
That is interesting! We use the technology for convenience but are we accomplishing what we need to. We also use technology in order to ensure accountability.
Patty Aronoff
In today's society many professionals prefer to use a less personal approach to continued communication with the students after enrollment. I have noticed that although it is easy to shoot off an email to update students of any information that pertains to them and their enrollment, reqirements, goals, etc. after the initial contact, students actually prefer and respond more positively to verbal communication; i.e. a phone call as opposed to email. It also shows more concern and consideration for the individual student on the staff and the institution as a whole. It is also a much easier way to keep track of whether or not the student actually received the information and how well they understood what was told to them. Atleast a follow-up phone call in addition to an email is very beneficial in keeping the lines of commincation open with the new enrollees.
Kayla,
Good customer service means working with the students long after the initial enrollment. Although they will work more intimately with other departments after enrollment it is good to have that relationship.
Patty Aronoff
We continue to stay up to date with the students. A continueing relationship allows it to be less difficult to receive updated information.
Faith,
I agree with you! The phone used to be a very good contact as well as postal mail. Now people prefer to have the convenience of text,voicemail, or social media is a way of being contacted. Ask your students what their preferred method of contact is.
Patty Aronoff
Faith,
I agree with you! The phone used to be a very good contact as well as postal mail. Now people prefer to have the convenience of text,Voicemailorsocial media is a way of being contacted. Ask your students what their preferred method of contact is.
Patty Aronoff
Rita,
Starts with active communication on a regular basis. We find today that minutes on the phone has expired or students use throwaway phones. As long as this student and is coming to school,we have many opportunities to get current contact information.
Patty Aronoff
I think its very important in Admissions to think outside the box when communicating with students when leaving our front door after enrolling in one of our programs. In the past contacting students by phone might of worked 2-5 years ago but now we are in the age of technology and social media communicate best by texting students, or following up on Facebook or Twitter. We must understand the way we communicate with our students has totally changed. We must make those changes to accommodate our students ever changing lives.
