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“It’s not what you say, it’s how you say it”
“It’s not what you say, it’s how you say it”
The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice becomes dominant. Almost the entire message you project to the student over the phone is derived from tone of voice and attitude.
For example:
A flat tone of voice may project boredom, or uninterested in the student.
Slow pitch and presentation may project unpreparedness.
A high pitch, rapid voice says, “I am enthusiastic and excited!”
A loud voice may say, “I’m angry and aggressive.”
Telephone Etiquette
Telephone Etiquette
Telephone Etiquette, unlike more varying body language, can be uniform and is not culturally based. The telephone is often the first or last place a customer comes in contact with an organization or company. Being telephone friendly is one of the least expensive and cost-effective ways to deliver better customer service.
Answering the phone
Answering the phone
How a company answers the phone can tell the whole story of how they treat customers and employees. The correct phrase said in the right order in a positive tone leaves a good impression and starts the customer-client relationship off on the right foot. Follow the steps below to appropriately answer a call:
1. Pick up the phone in three rings following the Skype Instruction
2. Look in the CRM box to see if the caller has a UH ID and name populated.
3. Great the caller and provide them with your name and confirm the following inform
i. “Can I have your Name & UH ID
ii. Date of birth
iii. “How can I help you?”
4. If the caller does not have a UH ID ask the following information
i. “Have you previously applied to the University of Houston or are you interested in attending UH in the future?
ii. If the caller states they have previously applied, ask for their ID or assist by looking up their information in Peoplesoft
iii. If they are interested in UH and have not applied, classify the call as “Prospect” in the classification section
iv. “How can I help you
5. Listen to the callers request and ensure that all questions are answered.
6. End the call with the following:
i. Can I assist you with anything else
ii. Thanks and Go Coogs!
7. Following the phone call go to the “Classification” section of the CRM to tag the phone call with the category/topic of the call
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