I have to agree with Andrew. However, I would add that the employee is allowed to reference materials such as the school's catalog, NCES, and disclosure material to provide fact driven responses. Never embelish, just stick to what the school can document. I used to tell my new employees that if they are asked a question that they feel they uncomfortable with or are not informed enough about like admissions or academics, don't try to answer it. Simply let the student know you don't know but will be happy to find someone who could better assist them. Then, take the student to someone in the appropriate department and see if they can help the student.
Asmir,
Misrepresentation can occur intentionally or unintentionally. Sometimes it is impossible to be 100% sure that you are giving the correct response. I would recommend that you always leave the student with "While I believe this is the correct answer I would feel better if we confirm this with the department head." This type of statement allows a maargin for error.
Cindy Bryant
I would let him or her know not to state anything that they are not sure of. I would also tell him to ask me if they are not sure.
Do not make false advertising, do not lie to the student and always based on the catalog of the institution.
Fabian,
Using the catalog as a blueprint to avoid misrepresentation is an excellent practice.
Cindy Bryant
I would encourage a new employee to thoroughly study our material and to only provide answers that are verifiable and accurate. If there is any doubt, ask, clarify, but never create or embellish!
Remember the stock answer, "I am not sure about that, let me check with administration regarding this, and I will get back to you soon with your answer".
I would advise new employee to stick to only the facts that are documented and updated in the school catalog. if they do not know the answer, be honest with prospect and get them the answer as soon as possible from direct superior.
Heather,
Thank you for the solid advice.
Cindy Bryant
I would encourage the new employee to do any onboarding or training the college has to offer. Ask specific questions of the Dean or supervisor. Always tell the truth. Do not embellish. If you are unsure of a question a student ask you, be honest. Tell that student you will get the information and get back with them.
I would advise a new employee to not make anything up. If they can't verify the information based on the resources provided to them then they should not say it to the student.
As a new employee it is important for me to understand that it's ok not to have the answers at this point. It's far better to admit ignorance than to get one's self and institution into trouble.
Sandra,
Understanding the companies policies is important in order to be able to respond to student questions. It is important that an employee be able to respond not only quickly but also factually.
Cindy Bryant
Always check with your superiors or refer to your school catalog when you have a question for guidance. IF you are not sure it is always better to ask.
I would say that in order to answer a question, a new employee needs to understand and know every piece of information about their company. If for any reason he/she doesn't know the answer, she should refer the student to someone who would give them the best answer.
All employees new and old are encouraged to consistently consult the written materials that the school provides to answer students questions. Sometimes procedures or policies change so going from memory is not always valid as an addendum may have been submitted to a procedure or policy and thus memory might be incorrect.
MY advice to them would be, stick to what you know. If you don't know the answer then dont make it up. Sometimes people appreciate more someone that will honestly tell them that they dont know and go obtain the information than someone who lies.
James,
As a one person admissions team it is critical that you stay up to date on the ever changing regulatory mine field. I would encourage you to utilize the many available websites such as, Association of Private Sector Colleges and Universities (APSCU) at http://www.career.org/
Cindy Bryant
We follow a policy that adheres to providing correct information as published in our catalog. On going training to our staff allows us to monitor and implement correct representations by our staff.
My advice would be to study the catalog and the employee handbook in order to become familiar with the institution. That way the employee will be equipped when asked questions concerning the institution.
