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    Reading and Study Resources Planning Chughes

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    This document outlines a course for onboarding admissions counselors. The course has 6 outcomes: 1) apply best practices in guiding students through admissions, 2) evaluate program information to ensure students choose the appropriate program, 3) explore a customer management system to ensure accurate record keeping, 4) develop strategies for managing calls in a dialer system, 5) demonstrate understanding of procedures, and 6) enhance communications through mock calls. The 8-week course covers topics like guiding students, program evaluation, customer management systems, call handling, procedures, communications training, and reporting. Resources are provided for each topic.

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    Reading and Study Resources Planning Chughes

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    api-560842067
    57 views5 pages
    This document outlines a course for onboarding admissions counselors. The course has 6 outcomes: 1) apply best practices in guiding students through admissions, 2) evaluate program information to ensure students choose the appropriate program, 3) explore a customer management system to ensure accurate record keeping, 4) develop strategies for managing calls in a dialer system, 5) demonstrate understanding of procedures, and 6) enhance communications through mock calls. The 8-week course covers topics like guiding students, program evaluation, customer management systems, call handling, procedures, communications training, and reporting. Resources are provided for each topic.

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    This document outlines a course for onboarding admissions counselors. The course has 6 outcomes: 1) apply best practices in guiding students through admissions, 2) evaluate program information to ensure students choose the appropriate program, 3) explore a customer management system to ensure accurate record keeping, 4) develop strategies for managing calls in a dialer system, 5) demonstrate understanding of procedures, and 6) enhance communications through mock calls. The 8-week course covers topics like guiding students, program evaluation, customer management systems, call handling, procedures, communications training, and reporting. Resources are provided for each topic.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    57 views5 pages

    Reading and Study Resources Planning Chughes

    Uploaded by

    api-560842067
    This document outlines a course for onboarding admissions counselors. The course has 6 outcomes: 1) apply best practices in guiding students through admissions, 2) evaluate program information to ensure students choose the appropriate program, 3) explore a customer management system to ensure accurate record keeping, 4) develop strategies for managing calls in a dialer system, 5) demonstrate understanding of procedures, and 6) enhance communications through mock calls. The 8-week course covers topics like guiding students, program evaluation, customer management systems, call handling, procedures, communications training, and reporting. Resources are provided for each topic.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 5

    Reading and Study Resources Planning

    Admissions Counselor Onboarding

    COURSE OUTCOMES
    Upon completion of this course, students should be able to:
    1. Apply best practices in delivering accurate information to all prospective students,
    guiding them through the admissions process.
    2. Evaluate programs and certificate information to effectively engage with
    applicants to ensure the appropriate program is chosen.
    3. Explore data points of the university’s customer management system to ensure
    accuracy in recording all actions, conversations, and document receipt
    verification.
    4. Develop strategies for effectively managing calls in the unviersity’s dialer system
    to demonstrate effective initiation and receipt of calls.
    5. Create proof of a personal understanding of all internal procedures necessary for
    accurate handling of all contacts.
    6. Enhance understanding of all communciations by interacting with trainers on
    mock calls.

    TOPICAL OUTLINE

    INSTRUCTIONS
    MODULE/WEEK 1
    Apply best practices in delivering accurate information to all prospective students, guiding them
    through the admissions process.

    Related
    Journal Article Permalinks and/or Website Hyperlinks Course
    Outcome(s)

    https://hbu.edu/admissions/hbu-at-a-glance/
    #1
    https://hbu.edu/university-catalog/general-information/#visionmissionpurpose

    https://hbu.edu/about-hbu/the-ten-pillars/

    https://hbu.edu/#virtualtour

    Course Outcomes and Topical Outline Form Page 1 of 5


    https://hbu.edu/online-learning/next-steps/

    MODULE/WEEK 2
    Evaluate programs and certificate information to effectively engage with applicants to ensure
    they choose the appropriate program

    Related
    Journal Article Permalinks and/or Website Hyperlinks Course
    Outcome(s)

    https://hbu.edu/online-learning/undergraduate-online-programs/
    https://hbu.edu/online-learning/graduate-online-programs/ # 1, 2
    https://hbu.edu/online-learning/doctoral-online-programs/
    https://hbu.edu/online-learning/certificate-programs/
    https://hbu.edu/online-learning/non-degree-vocational-certificate-programs/
    Program Course Information Warehouse (private link):
    https://airtable.com/tblU45E0yfGU3z9Ip/viw21FF1xTQSPZAFS?blocks=hide

    MODULE/WEEK 3
    Explore data points of the customer management system to ensure accuracy in recording all
    actions, conversations, and document receipt verification.

    Related
    Journal Article Permalinks and/or Website Hyperlinks Course
    Outcome(s)

    Slate Application How-to Guide


    https://grad.illinois.edu/sites/grad.illinois.edu/files/pdfs/admissions-slate-how-to-guide.pdf #3

    Slate General Navigation


    https://www.youtube.com/watch?v=nV9tG_02sKs

    Course Outcomes and Topical Outline Form Page 2 of 5


    MODULE/WEEK 4
    Develop strategies for effectively managing calls in the university’s dialer system to demonstrate
    effective initiation and receipt of calls.

    Related
    Journal Article Permalinks and/or Website Hyperlinks Course
    Outcome(s)

    14 Techniques to provide good phone customer service


    https://www.zendesk.com/blog/support-customers-phone/ # 4, 5, 6
    Call Handling in Finesse
    https://kb.wisc.edu/vs/page.php?id=109701

    MODULE/WEEK 5
    Create proof of a personal understanding of all internal procedures necessary for accurate
    handling of all contacts

    Related
    Journal Article Permalinks and/or Website Hyperlinks Course
    Outcome(s)

    Providing Good Customer Service


    https://www.thebalancesmb.com/providing-excellent-customer-service-2951744 # 5, 6

    Four Must-read Customer Service Articles


    https://www.game-learn.com/4-must-read-customer-service-articles/

    MODULE/WEEK 6
    Enhance understanding of all communications by interacting with trainers on mock calls.

    Course Outcomes and Topical Outline Form Page 3 of 5


    Related
    Journal Article Permalinks and/or Website Hyperlinks Course
    Outcome(s)

    Customer Service Best Practices


    https://helpjuice.com/blog/call-center-best-practices # 4, 5, 6
    Customer Service Phone Etiquette
    https://www.businessnewsdaily.com/6444-call-center-phone-etiquette.html

    MODULE/WEEK 7
    Engage in the completion of the department’s daily reporting, submitting Help Desk tickets, and
    other necessary requests and Human Resources new employee training.

    Related
    Journal Article Permalinks and/or Website Hyperlinks Course
    Outcome(s)

    Air Table Reporting


    https://youtu.be/0pckMwxK_Xk # 3, 5, 6

    Help Desk Ticket Submission


    https://youtu.be/mBxDL45ocCE

    MODULE/WEEK 8
    Reflecting Upon New Learnings

    Course Outcomes and Topical Outline Form Page 4 of 5


    Related
    Course
    Journal Article Permalinks and/or Website Hyperlinks
    Outcome(
    s)

    TES Walkthrough
    https://hbuedu.sharepoint.com/sites/PODVA/Shared%20Documents/General/Webinar/TES #1, 5, 6
    %20introduction.mp4

    Course Outcomes and Topical Outline Form Page 5 of 5

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