A new hire goes through extensive training as well as on going training while getting first-hand experience talking with and helping students. Asking questions to more senior staff members or even a manager is encouraged, when the answer to a student's question is unknown. My encouragement to a new hire would be keep notes on a question you don't know, in case the question rises again with a different student. One could always refer to the website, student handbook, or other useful information tools about the school to show the student where the answer is, if they would need to find some more answers.
My advice would be to learn everything about the school and programs. As you are educating the prospect on the programs offered, all information would be truthful and honest.
Thanks Cindy! Yes I agree. It's important to set a date to get back to them, as well as a reminder for yourself so you don't forget.
Christina,
Thanks for joining the discussion. The word absolutely and guarantee carry a lot of weight with anyone. Avoiding those phrases are important whether you know or don't know the answer.
Cindy Bryant
Christina,
Thanks for joining the discussion. The word absolutely and guarantee carry a lot of weight with anyone. Avoiding those phrases are important whether you know or don't know the answer.
Cindy Bryant
Keith,
Hi! Welcome to the discussion forum. The best answer is always the right one. Telling a student that you will get back with them shows them that you are willing to take an extra step to ensure that they are receiving the correct information. I recommend that you set a date with the student to provide them with the answer, this will help you remember.
Cindy Bryant
Yes we make sure that the employees get a lot of support.
I would tell new employees never to use would like "absolutely" and "guaranteed" and to always check with their coordinators if they do not know the answer to a question.
I am actually a new hire, but from what I've seen and learned so far, it seems like the rep should always be honest and truthful about things. And if the rep/agent is unsure of an answer, they should not make something up, instead they should be honest and tell the student they are unsure, but will find out and get back to them.
Nick,
New employees are very vulnerable. It is important that new employees understand their boundaries and know that they are supported during training. It is great to let them know that may request additional training.
Cindy Bryant
For new employee if they do not know something we tell them to let the student know that but let them know that they will get the correct information and call them back. The new employee also can request more training as well.
We stress to tell new employees, not to be afraid to say "I don't know but I will find out the answer for you."
We do our very best to provide on-going training, constant communication and transparency with all of our employees. We also provide verbiage, updated processes, updated forms to all staff & faculty to make sure we are all on the same page.
Marko,
Thank you for sharing your time management strategies with the team. Blocking time to update yourself on policies and procedures is a great strategy.
Cindy Bryant
The first piece of advice that I would offer to a new employee would be to become well informed on the institution they work at. Some employee's may start their day in the office at 8 a.m. or 9 a.m. At this time, it may be too early to make outgoing calls to students for some institutions, or employee's, especially when you are on eastern standard time such as the institution I'm employeed by. This is good time for employee's to stay updated on policies and procedures of the institution, and also to do their homework in regards to growing within their specific job and learning new idea's.
Also, I do agree with not being afraid to tell a student that you do not have the answer, and will get back. I would love for my employee's to have all of the answers to any question asked from a student, but that's not the case all of the time. Before misrepresenting information to a student, we must rely on our resources at the instituion, or send the student over to a co-worker who may specialize in the area that the question was directed for more detailed and accurate information.
If a new employee was not 100% sure about a question posed by a prospective student I always advise them to tell the student that they don't want to give them any wrong information and will call them back when they have a definitive answer for them.
If I were giving advice to a new hire, I would suggest avoiding generalized and quantitative statement such as ,"We have the best gym", "Everyone loves our school" and "Most people find jobs in this field". It is always better to say, "I don't know, but I know how to find out" and consult their resources to give the most accurate information to students and prospective students.
Brendan,
A mentoring program is a great way to go to help new employees acclimate to new systems. This way new employees have a "go to" person.
Cindy Bryant
Adam,
How do you feel that your schools training plan encourages employees to learn as much as possible.
Cindy Bryant
Guessing is never the way to go. If a student asks a question that you don't know the answer to, be sure to take the time to contact another employee knowledgable in that area to get the correct response or to research the topic on your own and verify what you've found with a manager to ensure you have the correct info.
I would always recommend new employees to learn as much about the school as possible before speaking with any students. In addition to that, new employees need to know it is ok to ask questions. Answering student questions incorrenctly is far worse than not answering the student and getting back to them with accurate and honest information.
