make it count

ILASFAA Annual ConferenceApril 16-18, 2008

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

• Act like it’s your first time

• Don’t take it personally

• Brush bad experiences off

• Have fun and be yourself!


Attitude

What are some ways you can stay in

control of your attitude?


Attitude Temperature Check

1. Would I want to be serviced by me?

2. Did I make a difference or give resolution?

3. What could I do different on the next phone call?


Preparing for the call• Set-up your environment

• Remove distractions

• Be organized

• Do your homework before the call

• Temperature check

• Posture


It’s show time!Opening:

1. Don’t be generic, show your character

2. Get personal and find connection

3. Two way conversation


It’s show time!During the call:

1. Fact finding

2. Temperature checks


It’s show time!During- Fact Finding:

• Open-Ended Questions

• Closed-Ended Questions

• Probing Questions

• The Echo Question

• Leading Questions


Fact Finding Cont. • 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 QuestionsSpecific area of focus


Fact Finding ActivityAlways have questions prepared

to help gather as much information

upfront.

1. Open-ended question

2. Closed-ended question

3. Probing question


It’s show time!

Ending:

1. Set expectations

2. Restate and summarize

3. Action plan

4. End with a winning phrase


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?


It’s show time!Set expectations

1. Let the student know what role you play and how you will help.

2. Set guidelines so they know what they must complete.


It’s show time!Restate and Summarize:

• Repeating information more than once will help the student remember things.

• Helps keep the conversation on track.


It’s show time!Action Plan:

1. Firm deadlines

2. Firm follow-up times/dates

3. Being firm at the start of your contact with the student removes any questions and builds credibility.


Activity

Come up with a winning phrase to use

at the close of your conversation.


Communication

• Be clear• Keep it simple• Watch your tone• Smile

• Be energetic • Be friendly• Have fun


WORDS

TONE

BODY LANGUAGE

Communication

Telephone


Listening

1. Acknowledge the student

2. Use words like “aha, hmm, yes.”

3. Pause at points during the call to get the students response.

4. Mixed messages create tension and distrust between you and the customer.

5. Active listening keeps tension, frustration and distrust at a lower level.


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?


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.


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.


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.


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?


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


Get angry yourself

Tell them to calm down

Defend yourself

Interrupt

Fail to acknowledge their anger

Never Do These Things with Venting Customers


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?


The greatest opportunities and the highest rewards go to those who take it upon themselves to create value to Others.


Make It Count!

make it count

Documents

convenient time

continued conversation

student understanding

phone etiquettegreeting

connectiontwo way conversation

student use words

openended questionsclosed

temperature checksdoes