NVQ Bus Admin unit 4

At National Extension College, my role consists of being the first point of contact with customers who wish to enquire about our courses and/or enrol in our courses. I am expected to answer any queries and guide prospective students through the process of enrolment.
Customer Service takes an important stand in any business and it is essentially what my role revolves around. The first thing I do every morning is to turn on my computer and log into ‘Agent’ (the software we use to keep track of the time me and my colleagues spend on call and the type of enquiry it is), this way I can ensure that no Customer Advice calls will be lost as I will be readily available to answer any calls that come through.
Being the first point of contact, it is very important that I sound positive and friendly every time I answer the telephone as first impressions are lasting impressions. Generally, I answer the telephone with “Good morning, National Extension College, how can I help you?”, it is essential that I announce the company’s name when I first answer the telephone as this will reassure the prospective student that he has dialled the right number, allow the prospective student to tune into the company’s name and focus on the purpose of the call as well as enable the conversation to flow easily.
The prospective student will, generally, already have prepared questions about the course or courses he wishes to enquire about and/or enrol on. If the prospective student doesn’t ask questions promptly it is important for me to lead the conversation and ask if the prospective student has already accessed our website or looked at one of our course guides. For instance, I may also ask if the prospective student needs specific information about the course or if he wishes to find out about the different options of our payment plans. Depending on the prospective student’s response I will continue to lead the conversation and be as helpful as I possibly can based on the information given