Comfort is always a goal of mine as well, makes the communication easier.
I am happy on the phone and exicited to inform students about our program.
But know that from that excitement, i can sometimes speak really fast and need to slow down.
Never been one for speaking over the phone. taking this course to help.
Sirena, thanks for sharing and I appreciate your honesty. Your awareness about tone and volume is important and it sounds like you are working on that. Great job! I am also understanding that you are resourceful and you make sure you find answers for your students even when you may not know them yourself. Keep up the great work.
This is a little hard for me to describe because I am not totally sure on this; however I am clear and concise. Very professional no matter where the student takes the conversation I always keep it in perspective and bring it back to its importance. I try to answer all questions even if I have to find the answer. Because I am a soft talker I tend to find that I am asked to repeat alot. I have been a lot more aware and haven't been asked this but I find the some admissions rep's tells me it almost sounds like im screaming at times. So voice consistence im working on.
Great awareness, Lori. One suggestion I can make when you're on the phone is to try to match the tone and vocal quality of the person on the other end. For example, if you notice the other person is soft spoken, soften your tone a bit. Matching the other person in a variety of ways gives that person the sense that you are more alike than different. It also demonstrates your ability to be flexible to your student. Hope this helps with your next call! Good luck.
I am an up beat person and I listen well, but I am concerned that my voice can sound deep and authoratative. Any suggestions besides (smiling)??
Wow, Jeremy. I get the sense that you are very passionate about your work and the opportunity to help others. I imagine that your students appreciate your attention and dedication.
I feel that the one componenet that helps to get my energy higher when it is at times low is the fact that I get excited to meet with students that would like to further their education. This makes me feel at times like I am doing G-ds work.
Sounds like you strive to out your best foot forward on the phone with your students. That's great Jeremy! What do you find helps you to bring your energy up when you're feeling low?
I believe that most of the time my phone personality is good and positive in manner. If I feel myself not in a positive state at the time of a call, or too busy to handle it, I will be sure to cal the student back asap to ensure the highest level of quality during our conversation.
Awesome approach, Kassim. I get the sense that you really feel that it's important to help the student feel comfortable with you on the phone. It sounds like you work hard to project positive energy with each phone call and every new conversation. Good for you!
I try to smile and dial or answer and smile each phone conversation, treating each as its own entity and approaching it with enthusiasm. In most cases I use a few probing questions to build somewhat of a rapport and gather information to assist the caller. Although I try to take a relaxed/ welcoming tone I remain professional.
Alia, great customer service! Give us some examples of how you are helpful on the phone.
I try to be as courteous and helpful as possible.
Iris, it's so great that you want to be so helpful with the students. Caring about them is a great way to build rapport. I am curious, how do student's respond when you avoid giving too much information?
CeCe, what a great technique to smile while on the phone. Another good point you make is about putting yourself in their shoes. Shifting to that perspective can really make you an effective rep.
I love being helpful, to ask a lot of questions and I avoid giving too much information over the phone... Also I like my students to feel that I really care abouth them...
Smile first before I answer the phone. So hopefully they can hear it. I listen first to what they are asking and then answer to the best of my ability. I always picture myself as the caller so I try and speak to the caller in the manner I would like to be spoken to, with patience and respect.
That's great, Joe! It's always nice to know the extra effort you put into connecting with another person on the phone is appreciated.
I definately believe that my phone personality is appealing to the other person on the other side of the phone conversation. You should always smile on the phone and ensure you are excited to assist whoever is calling. The caller will appreciate this.
