Kevin - you bring up such a great point! Even things we THINK we know could be outdated. I am a big advocate of having up-to-date resources and references to refer to when asked a question, just to validate the accuracy and currency of the information.
I agree.I have been in the business for while and thought I knew it all. I was corrected as industry changes daily.
If they do not know the answer to a question asked by a student inform the student that they do not know the answer but will get the information for them.
I would tell them to never be afraid to ask questions. If there is something you do not know then, rather than telling the student false information, go ask someone who will know the answer.
stick to providing information that is only listed in our catalog.
better to take the time to give the correct answer than take a chance of giving false information
Always think before they answer questions. if they are not sure, advise the individual that you speaking to that you do not know and will find out the answer and get back with them. Always have them ask themselves, "could my statement be false, erroneous or misleading?"
If you dont know the answer to a question make sure to ask someone who can get you the right answers.
First of all I stress the importance of not making misleading statements and the efforts the employee will need to make to ensure they don't make them. Then I spell out what they will need to do in terms of learning product knowledge, do's and don'ts, compliance etc. so all the reasons for making mistakes are removed. I want them to feel proud that they work for a company that strives to do the right thing.
I would let them know the facts about the institution as well as giving them printouts and handouts so that they may look back on any additional information. At the end, I would give them my contact information to see if they were to have any questions so that they may think about which questions they would like to ask.
I agree, never try to wing it or shoot from the hip. It will come back to get you later.
Marie - I think your statements are right on target. And learning this information is not a one time thing...it's critical to stay current as policies and statistics are continuously changing.
That is a very good point Jenny. Many times I will hear some one say something that is incorrect. I will ask them where did they hear that from and they will say "well so and so said" There you have it. Confirm that the information received is from your supervisor, and if you still question it go higher. Do not be afraid to question, you may keep you self and school out of the hot seat just by going one step farther and one more question. (I do not like not being able to use spell check, my spelling is awful)
I train all new representatives to use lauguage such as typically, usually, it will keep them out of trouble. Also if they do not know the answer to the questions then they should say "i don't know" and then find the answer. Honesty is the best policy.
My advice would be to learn the policy of the school and statistics. Its easy to say the wrong thing when you arent informed. Knowledge is power!
Somethings are easy, like staying away from jargons. We must always learn the permissible language whenever you are in front of a student or another employee.
It's great that your institution has created the Permissable Language document as a reference to guide employees on how to handle certain communications.
I would definately give advice stating that even if you are not sure, it's not worth the risk guessing! That could possibly lead to the wrong answer/information. There is also a way of staying "in control" by using this example statement... "That is a very great question, let me clarify that with one of my superiors."
Product Knowledge is very important and new and seasoned employees should alsway focus on the Permissable Language Acceptable Responses
