Professional on the phone
How would you define being professional on the phone? Please provide 3 to 5 examples.
Avoid using filler words like uh and hum
Try to match the callers tone and approach to the call.
Say there name at least three times in the conversation.
Refer to the caller by name to show interest.
Avoid using acronyms and school specific terminology that might not be understood.
Pay specific attention to the caller's questions.
Provide information in a friendly empathetic manner.
Kelly, That correct! Thank you for sharing!
Dr. Jean Norris
Some examples of showing professionalism through the phone are:
- Avoid using fillers: um, uh, huh
-"Smile" through the phone
- Speak clearly and enunciate
- Stay focused on the conversation
David, What a nice process. Listening is key in any relationship, and I like that you stated each student has different priorities. It sounds like you really try to customize your process to each student.
Dr. Jean Norris
First, I listen to what the student is asking as they have different priorities. For instance for some financial aid is top priority. For others it is scheduling, and for some it is course content.
Second, I try to answer as their questions as accurately as I can and ask to see if I did answer it to their satisfaction.
Third, I describe the benefits of coming into the campus to actually see the classrooms, labs, staff and faculty members.
All are a good practice Katherine. How do your callers typically respond to this approach?
Dr. Jean Norris
Using the callers name regularly.
Actively listening to their needs and wants.
Not using slang with the caller.
Showing interest in what their needs and wants are.
It actually sounds like a different dialect is helpful in focusing your listening, which is great! How can you apply the same focus to the people that don't speak with a different dialect?
I agree that when the dialect is different it helps me to slow down and really listen. I am able to pick up the rythmn and get through the call and always thank them for their patience with me while i gather demograpic information.
These are all good practices. How do you think you need to adapt your approach with a more casual prospective student, if you do at all?
First and formost answering the phone with an upbeat tone letting the caller know you are happy to assist them.
Avoid interrupting the caller
Avoid using improper grammer
Stay even keeled even if prospective student does not
Personalize the call- after obtaining the callers info use their name when appropriate. This give the caller a sense of importance.
Staying away from slang words..this makes a person sound as if they are uneducated or not sure about the information they are providing the caller with.
I use a tone that is acceptable and smile while I am on the phone.
Another great question, Allison. What are some tips you have for maintining your professional composure on the phone?
Excellent approaches, Devin, thank you for sharing. It's great to hear that you do your best to clear any distractions to your listening and work to match your students on their level. I'm also hearing that you do your best to truly understand their needs and personalizing the information and question you ask to make it meaningful for your students. Keep it up!
Nanette,
Theses are all wonderful ways to demonstrate your professionalism on the phone. It sounds like you consider yourself an important resource to your students, which is wonderful. I also hear that you recognize how important it is to actively listen while on the phone and check in with your student from time to time to make sure your on the right page. Keep up the good work.
Answering in a positive and attenive manner
Paying full attention, listening to the individual and if necessary providing feedback to verify their need.
Uncovering and addressing the real need and setting up the necessary next steps to move the individual on towards progress of the end goal.
Acting as a resource and providing needed information and contacts to move the student along.
Professionalism is key and leads to success. The prospect needs to feel we care and can lead him through the twisty path. Financial issues always surface and are a big road block. Building trust and building confidence is a must. Having knowledge is as well.
Examples: uncover needs, discern if CCU can meet the needs and be knowledgeable enough to offer other options.
Being patient when it is hard to understand a person of a different dialect is critical. I find it to be an extra opportunity to test my patience and my ability to communicate effectively when I can barely understand the content communicated by the prospective student.
