Politeness Training

Why being Polite is important. 

1. Creating a positive experience with the students starts with maintaining a respectful tone throughout the interaction. ​

2. The student or customer will more likely return to seeking help than go to other unreliable sources or stop getting the assistance they need altogether.​

3. Being polite to a student or customer can reduce the chances of issues being escalated to supervisors. However, we should always escalate an issue when necessary.

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Remember, no one wants to have to call or reach out to customer support. The fact that someone is contacting you means they're dealing with a problem. If you can help them work through their issues with patience and compassion, you can build trust between them and the Student Support Center.

Good impressions are valuable. 

Here are 3 main keys to remember.  

• Inspires confidence ​

Here’s Why: The student or customer will communicate their needs more effectively. Their confidence in you will help facilitate problems or issues being resolved in a quicker and more thorough manner. ​

• Enhances the interaction ​

Here’s Why: Communication between both the student and contractor will be enhanced as you make a good first impression. It will set the tone of the interaction from the start and portray that you are there to help.​

• Projects trustworthiness ​

Here’s Why: Building trust with the customer or student from the start can help in many ways. Trust in your ability to help solve their questions or concerns is crucial to them feeling like they are being helped in a manner that solves their problems.​

When a contractor is impolite it could lead to expectations not being met. What does this mean? According to the PM rubric, we have two bullet points to keep in mind. ​

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Notice down below a simple explanation can provide meaningful help without sounding like we’re blaming the student even if that was not our intent.

​a. The agent is polite and respectful to the student.  

This situation was handled in a polite manner.​

"Also, about REL 200C - The Eternal Family. You are saying that you already took that class, but our records show that you are going to take that class this coming semester (Fall 2023). Instead of sounding like we are blaming the student, you can explain that if they took the course through Institute then their transcript will need to be sent over.

b.  No negative, rude, or aggressive statements are made. ​

This example is portrayed as a little aggressive and doesn’t help the student.​

"Also, about REL 200C - The Eternal Family. You are saying that you already took that class, but our records show that you are going to take that class this coming semester (Fall 2023). So, why you are enrolled in that class if you already took it?"

Please consider these three things. 

• Active listening: Students and Customers have situations to walk you through, and frustrations to let out — listen carefully. ​

• Empathy: You know what the problem is — now try to put yourself in your student or customer’s situation. Genuinely feel what they do, and you’d be able to assist them better. ​

• Trustworthiness: Uphold your word. Your customers believe they are talking to someone reliable, let your actions speak for themselves. If you promise a student or customer that you are “here to assist them in the best possible way, deliver on it. Give real-time updates, answer questions quickly, or route to someone who can.​