Never Say "I don't know"?
I found it interesting that the customer complaints sections recommends to never say to the student "I don't know". I've found that's acceptable as long as I also tell the student that I will either find the answer or get them to the person who knows the answer.
Of course, I would never just say "I don't know" and just leave them hanging...
MARIE D. ,
Your feedback to the forum is appreciated. It is critical to provide you student with accurate information. There are times you may need to seek additional guidance; however, it has been my experience is that a student does not mind wait to ensure accurate information.
Sincerely, Chyrl
Chyrl Ayers
I truly agree with you Maria
it is very important to know your stuff. A student can tell if you know what you are talking about, therefore the word I don't know should never be used in the financial office.
Maria,
You are are right. A student and their parent deserves to be treated with respect and courtesy when providing excellence in service. It is important for the student to feel that he/she is the most important person whenever working on their package. When dealing with the student extend service in all areas.
Sincerely, Chyrl
Chyrl Ayers
I agree with you and I also understand that is very important to treat the student with courtesy, respect, professionalism and provide a service of excellence, because we are the Company image.
Maria,
Your attitude toward this topic is excellent. It is great when you enjoy what you are doing and your attitude will impress the students. It is better to get the correct answer than try to overcome an incorrect one.
Sincerely,
Chyrl Ayers
In my case, I tell the student that it is something I am not sure about, and I don't want to tell her an incorrect answer. I will find out and get back to you as soon as possible. I actually enjoy researching because most of the times I learn more things I didn't know or that were not asked before. Strongly encourage to research as much as you can.
Aarika,
Interesting perspective. In my professional opinion it is important to get the right answer for a student and more dangerous to your professional relationship with a student to give an inaccurate answer. I do agree there is a right way to explain to a student the need to research or investigate a question before answering.
Sincerely,
Chyrl Ayers
Hello All,
In my opinion the minute we, as in financial aid professionals tell a prosepctive, current, or former student that we, "don't know." We have now lost the students trust and respect to guide them in the right direction. Even if one is unsure of the answer there is a certain way to proceed. Take the extra step to ensure you have done everything within your power to find the answer even if it is not the answer the student would like to hear.
Thanks,
Aarika
Veronica,I agree. Research is the key. It is ok to let the student know that your not sure of the answer to their question but will research and get back to them as soon as possible. Also, research is a good way to learn financial aid.
Regards,
David McGuffee
I found this topic interesting becasue sometimes I want to say "I don't Know". i HAVE ALWAYS TRIED NOT TO I DO TELL STUDENT THAT I WILL DO AS MUCH RESEARCH TO LET THEM KNOW CORRECT ANSWER.
Ruth,
Agree. I am big supporter of self-service through research. I believe research is an important method to confirm and learn financial aid. It has always been important to me to know the why behind doing a process - research gives you that answer.
Sincerely
Chyrl Ayers
One can't know all the answers all the time, but one can certainly find the answer in a timely manner for a student. I like to tell student that I wish to research the question fully so I may give an intelligent answer.
Agreed, Leslie. If I were in the student's seat, I would much rather someone tell me that they do not know the answer but will find out than to try to snowball me with an answer that may or may not be accurate. I tend to respect this type of honesty much more than being given a possibly incorrect answer simply because someone does not want to look incompetent. Additionally, when handled correctly, the student will leave the office feeling that their FA officer is willing to go the extra mile for them, thus building trust.
Leslie,
You are right on the mark - the point was that you not knowing the answer is not an acceptable ending to a student's inquiry. There is nothing wrong with indicating the question being asked will require research. You have to be willing to commitment to finding the answer. I am more adapt to indicate to a student the following:
Chyrl Ayers
