I stay friendly and helpful. I like to relate and talk about something in common and I like to sympthize when things are bad for the student.
My phone personality is always personable and friendly. I try treat every call with the same amount of energy and enthusiasm regardless if it is the first one of the day or the last call of the day. I allow for the students to ask questions also try to find some common ground that we may bond over.
My phone personality is upbeat, friendly as I am always smiling when on the phone, my tone is sweet and easy going, and i have voice inflections to keep the person on the line engaged.
Friendly but professional. I try in in every call to get the information I need but make it conversational, not scripted and really "connect" with the prospective student.
On the phone, most of the time I am a very upbeat person. I engage in the person's conversation and listen to hear exactly what they're trying to communicate. However, like most people out there, I catch myself in that "2:00 feeling" and I know it shows through the phone. As soon as I am aware I am doing this, I immediately change it, as a positive-sounding person, to me, seems to be more sure of what they are talking about. I'm a psychology major, and I was taught in school that you can trick your mind into thinking you're happy; stick a pencil between your teeth and your brain will communicate to your body that it is happy!
My telephone personality consist of a great tone of voice, good energy, patience, and motivation.
Students can see that I am having a good day and are excited to ask questions and set up an interview for more information. They become more relaxed and more willing allow me to give them good service.
My telephone personality is 95% upbeat, always a smile on my face, speaking clearly and slowly so the caller can hear me, and I try to give the best customer service I can give over the phone.
Deborah, it looks like you have practices these techniques. Great job. So tell me, based on this plan, what has been the response from your students?
Dr. Jean Norris
Before I pick up the phone I make certain I am smiling. Engage with caller..listen, listen, listen. Relax as if I am speaking with a friend,build rapport by talking about things other than school. This should make them want to visit the Campus just to meet me.
This is a great approach Chris. It sounds like you use your skills to read the personality and the tone of the conversation over the phone. Great job.
Dr. Jean Norris
calm, cool and cheerful. I always listen to the caller to feel out their comfort zone. I dont start conversating until I've letthe caller speak..
Taneisha, it sounds like you have a good telephone personality. I'm curious, what specifically do you do in order to stay friendly and patient throughout the day?
Dr. Jean Norris
My telephone personality is good,I am friendly, patient and Well mannered. I understand that possible students are coming to me for information regarding our programs.
Thomas,
Keep me posted on your continued success! Love to hear about it!
Dr. Jean Norris
That certainly does make sense, I will give it a shot and see if it does. Thank you.
Thomas,
I'm sure it can be frustrating when you go through all the detailed information and then the prospective student doesn't recall. One thing that may be helpful is to vary the method you use to give information. For some people they need to SEE the information to understand it. Others need to HEAR it and then you have those who learn/take in information best by doing something (FEEL). If you can match their preferred "style" it will help them retain the information. Does this help?
Dr. Jean Norris
In general I believe that my telephone personality is very curteous and professional. There are times, however, that I can get a little fustrated with the caller because of some of the questions they ask. I realize that sometimes this fustration comes across in the conversation, so I try to be as patient as possible. This usually happens more often on a follow-up call as opposed to a new prospective student, when they ask the same questions I know we discussed in the first conversation. I understand that just because I spent the time to go over all the information with them in the first call, does not mean that they remembered all the information. This doesn't happen too often, but it is something I feel I need to work on, any suggestions?
I put on a smile when I answer the phone and use a perky voice. I say Good Morning thank you for calling our school. I try to answer all questions and usually can give them more information than they think to ask for. I offer them a chance to come tour the school and get a free complimentary service (we are a nail and skin care school). I tell them thank you for calling and to have a nice day. I think I do pretty well on the phone.
Great job Cara. It sounds like you have a plan in place for when you are talking on the phone. I wonder, what do you do if a potential student isn't looking to come into the campus just yet?
Dr. Jean Norris
I answer with Good Morning/Afternoon Thank you for calling my school name. Then I listen to the callers question or comment. I try to smile while I am on the phone and project a happy voice. Usually they are asking about tuition and length of course. I can answer there financial questions and about the course. We only have 2 programs at our school. I try to be friendly and am fairly knowledgeable. I offer a chance for them to come visit our school.
