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Make It Count

Make It Count. Student Finance Training Department. Objectives. Attitude Preparing for the call It’s show time! Communication Listening Phone Etiquette Angry Customer. Your attitude tells the world what you expect from life and you will receive exactly that. Attitude. Be positive

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Make It Count

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  1. ILASFAA Annual Conference April 16-18, 2008 Make It Count Student Finance Training Department

  2. Objectives • Attitude • Preparing for the call • It’s show time! • Communication • Listening • Phone Etiquette • Angry Customer ILASFAA Annual Conference April 16-18, 2008

  3. Your attitude tells the world what you expect from life and you will receive exactly that. ILASFAA Annual Conference April 16-18, 2008

  4. Attitude • Be positive • Act like it’s your first time • Don’t take it personally • Brush bad experiences off • Have fun and be yourself! ILASFAA Annual Conference April 16-18, 2008

  5. Attitude What are some ways you can stay in control of your attitude? ILASFAA Annual Conference April 16-18, 2008

  6. Attitude Temperature Check • Would I want to be serviced by me? • Did I make a difference or give resolution? • What could I do different on the next phone call? ILASFAA Annual Conference April 16-18, 2008

  7. Preparing for the call • Set-up your environment • Remove distractions • Be organized • Do your homework before the call • Temperature check • Posture ILASFAA Annual Conference April 16-18, 2008

  8. It’s show time! Opening: • Don’t be generic, show your character • Get personal and find connection • Two way conversation ILASFAA Annual Conference April 16-18, 2008

  9. It’s show time! During the call: • Fact finding • Temperature checks ILASFAA Annual Conference April 16-18, 2008

  10. It’s show time! During- Fact Finding: • Open-Ended Questions • Closed-Ended Questions • Probing Questions • The Echo Question • Leading Questions ILASFAA Annual Conference April 16-18, 2008

  11. Open-Ended Questions Who, What, When, Why and How. Helps you gather more information and encourage a continued conversation. Closed-Ended Questions Simple statement of fact, Used to direct the conversation. Echo Questioning Using the last part of the students phrase in your sentence using voice inflection to convert it to a question. Leading Question Directing the conversation with suggestive nudges toward a desired answer. Probing Questions Specific area of focus Fact Finding Cont. ILASFAA Annual Conference April 16-18, 2008

  12. Fact Finding Activity Always have questions prepared to help gather as much information upfront. • Open-ended question • Closed-ended question • Probing question ILASFAA Annual Conference April 16-18, 2008

  13. It’s show time! Ending: • Set expectations • Restate and summarize • Action plan • End with a winning phrase ILASFAA Annual Conference April 16-18, 2008

  14. It’s show time! Temperature checks • Does the student understand what I am saying? • Am I clear and concise? • Does the student understanding what is expected? ILASFAA Annual Conference April 16-18, 2008

  15. It’s show time! Set expectations • Let the student know what role you play and how you will help. • Set guidelines so they know what they must complete. ILASFAA Annual Conference April 16-18, 2008

  16. It’s show time! Restate and Summarize: • Repeating information more than once will help the student remember things. • Helps keep the conversation on track. ILASFAA Annual Conference April 16-18, 2008

  17. It’s show time! Action Plan: • Firm deadlines • Firm follow-up times/dates • Being firm at the start of your contact with the student removes any questions and builds credibility. ILASFAA Annual Conference April 16-18, 2008

  18. Activity Come up with a winning phrase to use at the close of your conversation. ILASFAA Annual Conference April 16-18, 2008

  19. Communication • Be clear • Keep it simple • Watch your tone • Smile • Be energetic • Be friendly • Have fun ILASFAA Annual Conference April 16-18, 2008

  20. Communication Telephone 14% WORDS TONE BODY LANGUAGE 86% 0% ILASFAA Annual Conference April 16-18, 2008

  21. Acknowledge the student Use words like “aha, hmm, yes.” Pause at points during the call to get the students response. Mixed messages create tension and distrust between you and the customer. Active listening keeps tension, frustration and distrust at a lower level. Listening ILASFAA Annual Conference April 16-18, 2008

  22. Phone Etiquette • Greeting for customer service answering the phone: • Good (morning, afternoon). This is _____ University. • My name is: (first name). • How may I help you? ILASFAA Annual Conference April 16-18, 2008

  23. Phone Etiquette: On Hold • Lead with a benefit statement. • Ask permission. • If Yes…Place caller on hold—check back every 30 seconds. • If No…Ask for their name, number and convenient time to call. ILASFAA Annual Conference April 16-18, 2008

  24. Phone Etiquette: Warm Transfer • Lead with a benefit statement. • Give name, department and number of connecting party. • Announce the transfer to the caller. • If possible introduce the caller to the connecting party. • Close with an upbeat phrase. ILASFAA Annual Conference April 16-18, 2008

  25. Phone Etiquette: Taking Message • Use legible handwriting. • Ask for name, company name and telephone number. • Verify information. • Ask caller for best time to call back. • State that you will give message. • Conclude call. ILASFAA Annual Conference April 16-18, 2008

  26. General Phone Etiquette • When should you answer the phone and when should you let it go to voicemail? • How quickly should you return voicemail messages? ILASFAA Annual Conference April 16-18, 2008

  27. Handling an Angry Customer • Emotions don’t solve problems— facts do • Allow the customer to talk • Listen closely and take notes • Interject with, “aha, hmm, yes.” • Verify facts • Show care and concern • Know your threshold ILASFAA Annual Conference April 16-18, 2008

  28. Never Do These Things with Venting Customers • Fail to acknowledge their anger • Tell them to calm down • Defend yourself • Interrupt • Get angry yourself ILASFAA Annual Conference April 16-18, 2008

  29. Checklist • Do I understood the situation? • Do I understand how the customer feels and am I reacting appropriately? • Have I investigated the issue sufficiently to provide answers? • Have I confirmed the problem/situation? • Do I know enough to find a solution or do I need to escalate things? • Do I have clear accurate notes? • Have I been positive all the way through? ILASFAA Annual Conference April 16-18, 2008

  30. The greatest opportunities and the highest rewards go to those who take it upon themselves to create value to Others. ILASFAA Annual Conference April 16-18, 2008

  31. Make It Count! ILASFAA Annual Conference April 16-18, 2008

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