Very nice approach, Brenda. People can certainly feel the energy through the phone, can't they?
My phone personality is cheerful with a smile on my face. I want to make the caller feel at ease. Though sometimes their may be caller that will be difficult, you just have to be patient and understanding to what their saying.
Sounds as if you have an engaging and positive phone personality, Allen. A lot of folks gauge their effectiveness on the phone by using a variety of metrics. How do you measure success on the phone?
My phone personality is upbeat and motivating, I always try to make the caller feel good about making the decision to call the Campus. I really listen to there needs and what they want to accomplish. Also, being in control of the conversation without them knowing it.
Great! I'm curious how you understand and confirm their needs. Can you share your technique with all of us to learn from?
I am a careful listener as I want to make sure I hear and address the students expressed and underlying need.
Great insights, Jessica. I'm curious how you are working on your fast speaking. How do you catch yourself?
I stay smiling as much as I can throughout any converstaion. I have always been told that the individual on the other end of the phone can hear your smile. I'm naturally not a monotoned individual, but I do tend to speak fast which is something I am aware of and I am always working on.
It sounds as if your phone personality is a great mix of listening with intent vs. being distracted. That's very important and usually is quite distinguishable from the other side of the phone. I'm curious though, how will you know the best option for the student?
I try to monitor my voice tone. I am engaging with the student, not coming across as someone disinterested in their circumstances. I gather information that is going to help me formulate the best option for the student. I focus on my Enunciation. I use the 80/20 rule.
I can tell they are comfortable by the way they respond to the probing questions. When I feel the person opening up and also laughing on the phone are good indicators that they are comfortable.
That's an excellent and very effective approach, Allan. In this day and age, we're finding that people don't trust as much as they use to. Having a REAL conversation is key and builds meaningful rapport. Can I ask, how you know they are comfortable with you?
I keep my personality easygoing and professional. I want to come across like I am having a conversation with my neighbor while getting all of the pertinent info on why the caller called. Building the rapport is so important and getting them to feel comfortable is key.
Very good awareness of your pace, Peter. Sometimes people speak quickly to get the information out yet they turn students off by sounding pushy or salesy. We certainly don't want that! Have you ever tried to "match" a students pitch vs. speaking loud all the time? Sometimes this can be a very effective technique to building rapport.
I am very friendly on the phone and present myself professionally at all times to the prospective student on the other end. I know I have a tendency in general to speak quickly. When I am not paying attention I find my self speaking extremely fast on the phone to students. I have been working to slow down and space out my thoughts so the student isn't overwhlemed or confused.
I keep a loud pitch so the student can hear me as well.
This is an excellent technique, Priscilla! By repeating back what the caller has asked or commented on makes them feel heard. It also aids in getting them the right information or to the correct person faster.
Im pretty easy going and listen to the questions being asked, sometimes i repeat what the caller said just to make sure i understood correctly
Hello Marc. Great response AND awareness. Sometimes a caller can bring us down but that "tweak" will help you gain the extra 10% that could make all the difference.
My pnone personality is good, 90% of the time, I am nice, try to be curteous, friendly, well mannered and patient.
I must admit that this does not show with every caller. Sometimes a rude call brings me down and makes it harder for me to be friendly and get the point accross.
But I will make changes until I'm 100%. Mirror: Check! Smile: Check!
Hi Diana. Very interesting that you realize how your tone, pitch, pace, and even smiling can be "heard" over the phone. That's wonderful insight!
I'm curious, how do you manage being friendly and professional when prospects just want information over the phone and don't want to come in. You know what I mean? Like the questions and comments like, "Just tell me what it costs."
