Financial Assistance
If your school deems that all financial assistance talk should remain within the financial department, how should you direct the conversation to the financial aid department without making your prospective student feel like you are passing them off on someone else?
Ana,
A great response. They are the subject matter experts and since financial situations are very individualistic, it is best to engage the experts.
Patty Aronoff
I always tell the prospect that all the question are great and that all question will be answered by our FA officer.
James,
They are expecting the best service possible and by transferring them to the subject matter experts, we are providing excellent customer service.
Patty Aronoff
If you are speaking with them on the phone, and you absolutely have to transfer them. do warm-transfer. Contact the financial services department inform them about the prospects situation (as best as you can), their questions, and their name. Then, tell the prospect who will be helping them and let them know that they are going go get an answer.
Margaret,
By using the phrase "one-on-one consultation", you have made an excellent transition to the Financial Aid office. Well said!
Patty Aronoff
brittany,
Be honest! Taking them to them subject matter expert is not passing them off, but providing them with the best service possible.
Patty Aronoff
At my college, we can touch on financial assistance but we cannot go into great detail about it. We have a hand out that shows the students the different forms of financial assistance they have and I go over that with them. I assure them if they have more detailed questions they can see a student finance representative. I also tell them they will receive a one on one consultation with them if they decide to enroll.
