2.5 How to Manage Phone Calls

Successful Moo Duk Kwan Studio Ownership

2.5 How to Manage Phone Calls

In a highly competitive market it’s critical that the first connection made with a potential student on the phone is managed well. People who call the studio are looking for a reason to sign up and start training (aside from potential competition calling), otherwise they wouldn’t be calling.

First it’s important to pick the phone up. You MUST have a live person answer the phone. In today’s environment potential students may have a list on the internet of studios and are just going down the list making calls hoping to have someone pick up the phone. It’s highly recommend to take advantage of the latest in telephony technology to have call forwarding to a business cell phone so that you can pick up when the call comes in. This point can’t be overstated – a prospective student WANTS to talk to a person and not a voicemail.

If that’ not possible there should be at least a very professional message greeting potential students. For instance, one such example might be –

“Thank you for calling Springville Soo Bahk Do® Academy, helping students build fitness, confidence, discipline, and respect for the past 15 years. We’re currently instructing classes or are unavailable at the moment. Please leave your name and phone number and one of our staff members will contact you shortly. Have a great day.”

It’s important that messages are checked regularly in order to quickly return calls and make a connection with a potential student. When you do interact with a potential student on the phone, you must have a student information sheet to guide u0026amp; direct the conversation and take important information which will help manage the process professionally. A predefined form helps create consistency in dealing with people on the phone (and in person) and support a standard operational processes for all your staff members. One example of such a form is shown below:

Within this section, potential examples of dialogue are included. These represent one approach to interacting with a student over the phone and in person. You should adapt to fit your personal communication style and key messages that fit the local culture and demographics. It is important that however your personal style may adjust the content you should remain professional and confident.

Your calls should include the following key elements (it’s your job to direct the caller to navigate these points):

* Introductions (you and the caller)

* Information Gathering (what is the caller looking for?)

* Program offerings u0026amp; differentiators (how are you different)

* Schedule the appointment

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