I encourage all associates, from new to seasoned employees, to defer to someone else if they do not know the answer to a question asked. It is better to refer than to make up an answer.
Another option would be to look up the answer in the institution's print and online media and to refer directly to information that can be substantiated; perhaps even showing the inquirer where to find the information.
Look for the correct an appropriate information in the catalog, ask people with more experience or refer student to the appropriate person.
my advice would be that if you don't know the answer to a question asked by a customer then ask, do not guess.
Dan,
Ahhhh, I am glad that you mentioned this (training your brain not to take matters into your own hands) because this is a learned skill. Many of us are used to working out problems and providing answers to inquiries and that is not always the prudent path to take. We need to "train our brain" to listen and effectively refer the person to correct department or employee.
Cindy Bryant
For many, such as myself, we have to retrain our brains to not take matters into our own hands...Common sense is not always the answer. This comes with refrain,asking lots of questions, and study of the rules and guidelines associated with our industry.
If it is someone new I would tell them not to fabricate an answer to something just because they do not know the answer at that time. There is nothing wrong with being honest and telling someone that you do not know the answer at that time but that you will find the answer for them and have it for them before they come in for their interview. I also think if you stay away from words like best, greatest, biggest, ect. then you will keep yourself from misleading someone. Do not make false promises.
Chatiela,
May schools use scripts as means to keep everyone compliant. However, at times the script doesn't address each and every situation. In these situations policies and procedures are able to fill in the gaps.
Cindy Bryant
I would advise a new employee to abide by the script and do not devite from in regards to compliance issues. It would be in their best interest to not make any false promises, do not mislead the student and stay truthful. Once a new rep get in to routine it they should be trained to give the same answers so that they can know them selves that they can be held accountable for their actions.
Cindy,
Having new employees review the various disclosures are a great way to introduce them to the institution. Another idea is to test employees over the materials to see how much information thy retained.
Cindy Bryant
I would advise them to study and understand the various programs offered by the institution. I would also direct them to review all consumer information which is required to be reported by the institution to understand how this information can be used in meeting with potential students.
This is rather simple. I would tell the new employee that if they don't know an answer to a question, do not ever make one up. Do not embellish. Give out true, correct and accurate information always, or if uncertain, direct the person inquiring to the right department for assistance.
Gail,
This is great advice. Assigning a mentor is a great resource for new employees. Even though a seasoned employee may be very knowledgeable it is always good to verify the information.
Cindy Bryant
Sometimes people are afraid they will look silly if they don't know an answer. New employees need to understand that it is far more important to get the correct information to someone than to be guilty of misrepresentation. I would advise them to say, "I don't know, but I will find the answer and get back to you." if they have any doubt in their minds about something.
Darlene,
I have heard it said that you only have to tell the truth once but a falsehood must be recalled on more than one occasion. It is always better to review policies and procedures or check with a seasoned employee to ensure the answer is correct.
Cindy Bryant
I would let them know that it is all right to say to a propective student that you may not know the answer to something. Saying "I don't know, but I will find out" or "I can direct you to the department that would know that answer" is way better than making something up that would be misleading or false.
In this industry, we need to be careful about what we say and how we put it and to not misrepresent anything. Making sure we say things such as - according to, based on, you may be eligible or qualify for, etc.
Janice,
Great quote! You cannot go wrong with a facts only approach.BUT is this always possible. At times students may draw you into a conversation that will take a different direction. You may be challenged to to provide more information than you would care too. Always be prepared to provide additional information in the right context. :)
Cindy Bryant
I would say "just the facts, ma'am!" Stick to what you can do for them, and remain positive.
Richard,
Hello again. Your response is perfect. Bravo!
Cindy Bryant
I am actually training a new employee now who has been with us for about a month so this is a fitting question. I told him to always refer to catalog and to never be afraid to ask for help. I also always tell him to never guarantee anything employment or financial aid etc. I use words such as if eligble or if qualified. According to the US Bureau of Labor Statistics etc. We as Admissions reps. get asked alot how much do you make? I always respond depends on the company and the region or experience. Many companies in our industry pay different ways by the mile or by a percentage of the weight of the load or by the hour.
Kevin,
Welcome to the forum! Relying on your experienced team members is a wonderful way to gain knowledge about the school. Many schools provide new employees a mentor to help them adjust to the environment. Thanks for participating.
Cindy Bryant
