This document is under review and will be updated shortly.
- Live Calls
- Use of Voice Mail
- Company/Organization Calls
- Course Schedule Requests
- Event RSVPs
- International Inquiry Callers
- Prospective StudentsStudents
Live Calls
Preparation
You are representing the schools each time you answer the phone. In order to prepare yourself for this important task, before you pick up the phone: smile, focus, and adopt a customer service attitude.
Answer Promptly and Professionally
Answer the phone promptly, within three rings. Answer with an enthusiastic tone of voice and in professional manner.
Identify the Line/Yourself
Identify the line and/or center or program area (e.g., "Good Morning, Johns Hopkins' School of Education;" "Thank you for calling the Johns Hopkins University Columbia Center;" "John Smith, Communications Services").
REMEMBER:
- It is JohnS Hopkins University
- The only acceptable spoken abbreviated form of the school's name is "Johns Hopkins Education," i.e., live calls only, not voice mail
Assist the Caller
Ask how you may help the caller. Listen! Build rapport, and be cordial, concise, and considerate. After identifying the type of caller, follow the appropriate procedure (e.g.,student, prospective student, etc.). Answer all questions within your realm of responsibility and/or route the caller accordingly.
Placing a Caller on Hold
- Do not place a caller on hold until you have identified yourself and allowed the caller to identify her/himself as well
- After mutual identification, ask permission to place the caller on hold
- Leave the caller on hold for no more than 30 seconds at a time and no more than one and a half minutes total (check back at 30-second intervals)
- Offer to take a caller's phone number and return the call if the wait on hold might be longer than one and a half minutes
- When answering multiple lines, place calls on hold and attend to callers in the order received
Taking a Message
- Ask the caller if you can take a message
- Note the date and time the message was taken, as well as your name
- Note the caller's name, phone number, whether the call is to be returned, and a clear, short message
- Repeat the information to the caller to verify before disconnecting
Transferring a caller
- Advise the caller of the individual's name and number you will be connecting her/him to in case they are disconnected
- When the transfer party answers, summarize your conversation with the caller before completing the transfer
- If there is no answer or voice mail is engaged, allow the caller to choose between leaving a message with you or on the recipient's voice mail
- The 1-800-GO-TO-JHU line does not have complete transfer capability. Do not ask callers to dial the toll-free line in order to be transferred
Follow-up
- Ensure that prospect data is input into SPT (Student Prospect Tracker)
- Ensure that questions have been answered and/or the caller has been routed to the correct department or program, if applicable
- Forward any messages or information to the appropriate person
- Other follow-up as necessary (e.g., calls, letters, information sent, etc.)
Voice Mail and Other
Use Of Voice Mail
- Use if more than two or three callers (or your max) are on hold at a time
- Preferably, use only outside of business hours or when you are absent
- Forward lines only as an exception and change message accordingly
Voice Mail Messages
- Leave a professional and concise message tailored to your anticipated callers
- You may want to inform callers of other extensions where they can receive immediate attention
- Check your voice mailbox frequently and return calls as soon as possible
Absences
- Create absence notifications for extended absences such as illness and vacation
- Arrange for appropriate coverage when you are at lunch or away from your telephone for a significant amount of time
- Upon returning from an absence, check your voice mail and other messages immediately and follow up
Follow-up
- Return calls within a reasonable period of time (same day or the day you return)
- Update the caller if delays occur in completing a request
- Continue to follow-up messages until a successful connection is made
Company/Organization Calls
Often a caller is calling on behalf of his or her company or organization (usually human resources or training personnel) and would like multiple publications for distribution internally within the company/organization. This type of call is not considered an inquiry call and requires a special procedure.
- Identify the kind and quantity of materials requested
- Take down contact name and company/organization name, address, phone, and fax number
- Fax materials request and contact information to Inquiry Management for special handling (410-872-1251) OR
- Transfer the company or organization request to Inquiry Management for special handling (410-872-1202)
Course Schedule Requests
Prospective Student (Inquiry) Requests
Only prospective students who specifically request a course schedule will be sent a course schedule at the time of inquiry.
- Carefully collect prospect data and complete the Inquiry Request Form in entirety
- Answer any general questions the caller may have
- Offer to send enrollment materials (course schedule and/or catalog) if interested
- Offer the service of an adviser, and refer the caller to the name and number of the appropriate adviser who can answer specific program/enrollment questions
- Transfer the caller to the appropriate number if necessary
- Denote the enrollment materials requested (course schedule, catalog, financial aid packet, etc.) in the "Special Request" section of the Inquiry Request Form
- If necessary, note that advisement was sought in the "Special Request" section of the Inquiry Request Form
- Ensure that prospect data is input into SPT (Student Prospect Tracker)
Student Requests (Current or Returning)
Both current and returning students are mailed the latest course schedule via "bulk mailing" as soon as they are printed by OCS.
- Ensure that the student is, indeed, a current or returning student (and not a newly admitted one)
- Carefully collect the student's name and contact information (address and phone number) or name and social Security number
- Fax student information to 410-872-1251, Attn: Adrian Hinson, to send the latest course schedule and/or investigate non-receipt of past mailing (410-872-1202)
Newly Admitted Student Requests
The newly admitted student's division or program is responsible for sending the new student a course schedule with the acceptance letter and other information.
- Ensure that the student is, indeed, a newly admitted student (and not a current or returning one)
- Advise the student of the appropriate division or program number
- Transfer the caller to the appropriate number (if possible) to ensure that the student's correct contact information is on file and that the division or program has been notified about the new admittance
Event RSVPs
An event RSVP is a prospective student who indicates the intent to attend a SPBE event. Events include open houses, information sessions, seminars, or forums.
- Carefully collect prospect data and complete the Inquiry Request Form in entirety
- Denote the event date and location to which the caller RSVPd in a prominent place on the Inquiry Request Form
- Answer any general questions the caller may have
- Ensure that prospect data is input into SPT (Student Prospect Tracker)
- It is the responsibility of the program hosting the event to follow-up with RSVPs as appropriate (both those who attended and those who did not)
International Inquiry Callers
International inquiry callers are prospective students living outside the United States. They are mostly unaware that the school offers programs primarily for adults, part-time students rather than full-time, traditional "day school" programs. It is important that international inquiries understand that most students are employed full-time and take one or two classes each semester, and that the school does not offer either student housing or financial aid to international students.
- Inform the caller about the part-time, non-traditional nature of the school
- Advise them also that the school offers neither student housing nor financial aid to international students
- After making certain that the caller is still interested in the school, carefully collect prospect data and complete the Inquiry Request Form in entirety
- Be especially careful that prospect data is recorded accurately and spelled correctly - particularly important with foreign names and international addresses and phone numbers
- Answer any general questions the caller may have
- Notify callers that international letters are sent monthly via DHL and that they should expect to receive a letter accordingly
- Ensure that prospect data is input into SPT (Student Prospect Tracker)
Prospective Students
Initial Inquiries
An initial inquiry call is the initial contact from a prospective student who is interested in receiving material on the school in general and/or on a specific school program. Contact with an inquiry is usually via phone, but can be via e-mail, fax, web, event attendance, walk-in, or mail. An inquiry can have multiple contacts (points of communication between the prospect and the school) after the initial contact.
- Carefully collect prospect data and complete the Inquiry Request Form in entirety
- Answer any general questions that callers may have
- Notify callers that they should receive requested materials within five working days
- Ensure that prospect data is input into SPT (Student Prospect Tracker)
Prospects in Need of Advisement
Advisement can become necessary at any point when fielding a prospective student's call. For example, a caller may begin as an inquiry or RSVP (or both) and then indicate a need for advisement.
- Carefully collect prospect data and complete the Inquiry Request Form in entirety
- Answer any general questions the caller may have
- For specific questions beyond the scope of your responsibility, advise the caller of the name and number of the appropriate adviser who can answer the caller's questions
- Transfer the caller to the appropriate number if possible
- Note that advisement was sought in the "Special Request" section of the Inquiry Request Form
- Ensure that prospect data is input into SPT (Student Prospect Tracker)
Prospects Intending to Enroll in Near Future
Prospective students may state that they intend to enroll in the upcoming semester. Or they may request a course schedule or second application, which should prompt you to ask about enrollment. Other times, the prospect's readiness to enroll may be determined by assessing the caller's sense of urgency or the nature of questions asked.
- Carefully collect prospect data and complete the Inquiry Request Form in entirety
- Answer any general questions the caller may have
- Offer to send enrollment materials (course schedule and/or catalog)
- Offer the services of an adviser, and refer the caller to the name and number of the appropriate adviser who can answer specific program/enrollment questions
- Transfer the caller to the appropriate number if necessary
- Denote the enrollment materials requested (course schedule, catalog, financial aid packet, ect.) in the "Special Request" section of the Inquiry Request Form
- If necessary, note that advisement was sought in the "Special Request" section of the Inquiry Request Form
- Ensure that prospect data is input into SPT (Student Prospect Tracker)
Students
Local Student Callers
A local student is someone currently enrolled for whom calling the desired center or program is a local (vs. long distance) telephone call.
- Advise local students of the appropriate advisor and number for future use and/or in case they are disconnected
- Transfer the caller if possible
Long-distance Student Callers
A long-distance student is someone currently enrolled for whom calling the desired center or program would be a long-distance (vs. local) telephone call. We have a student toll-free line for current students that provides students with convenient, cost-effective access to all locations - 1-800-G0-T0-JHU.
- Refer long-distance students to the Student Toll-free line (1-800-G0-T0-JHU) for future use
- Transfer the call if possible
Note: The student toll-free line is for current students only, does not provide access to e-mail or the internet, and does not replace the 1-800-GO-TO-JHU line for prospective students.
1-800-811-7585 Script/Menu (Student Toll-free Line)
The toll-free line connects directly to an automated system listing a menu of eight services/options. The script of the student toll-free line follows:
Thank you for calling the Johns Hopkins University School of Professional Studies in Business and Education 1-800 phone line. Please listen carefully to the following nine options and make your selection:
- To reach the Division of Business and Management in Baltimore,
press 1 now - For all programs and services at the Downtown Center in Baltimore
press 2 now - To reach the Education Division at the Homewood Campus in Baltimore,
press 3 now - To reach Enrollment Management Services, including Admissions, Registration, Financial Aid, and the Office of Student Accounts, located in Columbia,
press 4 now - For all programs and services at all Homewood Campus in Baltimore,
press 5 now - For all programs and services at the Columbia Center in Howard County,
press 6 now - For all programs and services at the Montgomery County Campus ,
press 7 now - For all programs and services at the Washington, DC Center,
press 8 now - For all other inquiries, please stay on the line and someone will assist you
Please Note:
- If a student is calling from a rotary phone, the call will be directly connected to a live receptionist in Enrollment Services
- If a student needs a service/option not available, the student can stay on the line and be connected to a live receptionist in Enrollment Management Services