Show:
Phone Etiquette
Customer Service
Difficult Situations
Communication
100
What expression always used when answering the phone or greeting out students.
What is a smile?
100
Should the customer be the primary or secondary customer when you are speaking with them?
What is primary?
100
A persistent unsatisfied parent or student.
What is difficult customer?
100
What is our main form of communication to our students?
What is UNG email account?
200
When greeting a student on the phone in addition to saying thank you for calling UNG fin aid office what other information should be given?
What is your Name?
200
What type of service should our students expect?
What is friendly and Informative?
200
Difficuslt situations should be handled by _______
What is couselor level or above?
200
Positive communication is maintained by understanding the other persons point of view by listening and __________
What is watching body language?
300
In order to help the caller more efficiently what characteristic do you need?
What is good listening skills
300
Great customer service is aimed at our students and parents_____.
What is needs ?
300
Everyone wants their question to be_______?
What is Validated
300
The most basic and powerful way to connect with our families, students and UNG community.
What is just Listening
400
When speaking with a parent or student on the phone, what is one of the worst things you can do?
What is Interrupt?
400
The correct answer is never ________.
What is I don't know?
400
Never _________with a student or parent when they are angry, displeased or complaining.
What is Argue?
400
Lack of communication can lead to _____________
What is confusion, frustration and anger?
500
What are the top 3 communication skills that should always be used?
What is Positive Attitude, Enunciation and Sincerity
500
Our students prefer to speak with financial aid office representatives who are educated and ___with Financial aid regulations
What is knowledgeable?
500
What are the three steps to deal with difficult customers?
What is Listen, Acknowledge, and Fix?
500
A good way to personalize our relationship with the student.
What is using the student's name?