Caller asks for specific programme information e.g. Media Arts programme, nursing programme, landscape design programme etc.
Yes I can help with that. Firstly, have you received one of our Programme Guides?
No I haven’t.
Ok, what I would like to do is forward you one of our programme guides which includes information on [programme requested] not only including the programmes available under [study area] but also the career options available to you.
Action: Use the Programme Guide matrix to decide which publications to send.
What’s a programme guide?
In response to research we’ve created Programme Guides that focus on individual areas of study that includes both the career options and the programmes available to study. These new publications replace our old prospectus.
Action: If customer confirms that they have received this publication, use programme list to send out relevant programme flyers.
If customer does not have a Programme Guide, use the Programme Guide matrix to decide which publications to send.
But I want all the programmes that you offer.
I can appreciate that you’d like details of all of the courses that we offer but the reason that we’ve reviewed our current prospectus and developed new Programme Guides is to ensure that the information sent to you is relevant to your needs and that you’re not required to spend time reading through information which doesn’t tick your boxes. Can I suggest that I send you our website details via email/provide the info to you now where you’ll be able to explore the different publications available to help identify where your interests lie. What we’ve found to be really helpful to some of our other customers is our interactive Find Your Fit Tool designed to help you discover more about yourself and the sort of careers that could suit you. I can send you the direct link to your email if you like. www.findyourfit.co.nz.
Action: If customer confirms that they wish to have the URL sent out enter the help choose email address in the field and click send.
I don’t have access to the Internet.
We can spend some time now exploring the options if you have a few minutes.
Action: If customer confirms they have time, continue with the following prompts:
Yes I have time.
Thanks, I do appreciate your time. So can you please tell me a little more about yourself:
Action: Use the Programme Guide matrix to decide which publications to send.
No I don’t have time.
Can I suggest if you live near one of our campuses, you can drop in to meet with one of our team who will be able to talk you through the publications and study options available to you.
Action: If customer states they do not have access to the Internet, confirm locationa dn use the information below to provide Student Enrolment & Information Centre/Campus locations:
Hamilton City Campus - A Block, Gate 5, Tristram Street, Hamilton
Rotokauri Campus - Student Hub, Avalon Drive, Hamilton
Te Kuiti Campus - Tiroa House, Taupiri Street, Te Kuiti
Thames Campus - 414 Queen Street, Thames
Caller asks for Prospectus to be sent.
Yes I can help with that. Firstly, can I ask you what you are looking to study please?
No - why do you want to know this?
In response to research we’ve created Programme Guides that focus on individual areas of study that includes both the career options and the programmes available to study. These new publications replace our old prospectus and now are a family of 9 publications.
So what I would like to do is explore areas of interest/area of study to send you relevant information.
No - I want all the programmes you offer
I can appreciate that you’d like details of all of the courses that we offer but the reason that we’ve reviewed our current prospectus and developed new Programme Guides is to ensure that the information sent to you is relevant to your needs making it easier for you. That way you’re not required to spend time reading through information which isn’t relevant to what you’d like to know. Can I suggest that I send you our website details via email/provide the info to you now where you’ll be able to explore the different publications available to help identify where your interests lie.
What we’ve found to be really helpful to some of our other customers is our interactive Find Your Fit Tool designed to help you discover more about yourself and the sort of careers that could suit you. I can send you the direct link to your email if you like. www.findyourfit.co.nz.
Action: If customer confirms that they wish to have the URL sent out enter the help choose email address in the field and click send.
No I don’t want the URL, please just send me all of the publications.
Sorry I am unable to do this for you. As I have previously mentioned sending you all of these publications simply wouldn’t help you decide on the best study options for you. However, if you live near one of our campuses, you can drop in to meet with one of our team who will be able to talk you through the publications and study options available to you.
Action: Confirm location and use the information below to provide Student Enrolment & Information Centre/Campus locations:
Hamilton City Campus - A Block, Gate 5, Tristram Street, Hamilton
Rotokauri Campus - Student Hub, Avalon Drive, Hamilton
Te Kuiti Campus - Tiroa House, Taupiri Street, Te Kuiti
Thames Campus - 414 Queen Street, Thames
I don’t have access to the Internet.
We can spend some time now exploring options if you have a few minutes.
Action: If customer confirms they have time continue with the following prompts:
Yes I have time.
Thanks, I do appreciate your time. So can you please tell me a little more about yourself:
Action: Use the Programme Guide matrix to decide which publications to send.
No I don’t have time.
Can I suggest if you live near one of our campuses, you can drop in to meet with one of our team who will be able to talk you through the publications and study options available to you.
Action: If customer states they do not have access to the Internet, confirm locationa dn use the information below to provide Student Enrolment & Information Centre/Campus locations:
Hamilton City Campus - A Block, Gate 5, Tristram Street, Hamilton
Rotokauri Campus - Student Hub, Avalon Drive, Hamilton
Te Kuiti Campus - Tiroa House, Taupiri Street, Te Kuiti
Thames Campus - 414 Queen Street, Thames
No - I don’t know
Ok, how about we take a few minutes to explore some options now and see if we can find out what areas are of more interest to you?
Action: Use the Programme Guide matrix to decide which publications to send.
I really don’t know what I want to do
Can I suggest that I send you our website details via email where you’ll be able to explore the different publications available to help identify where your interests lie. What we’ve found to be really helpful to some of our other customers is our interactive Find Your Fit Tool designed to help you discover more about yourself and the sort of careers that could suit you. I can send you the direct link to your email if you like. www.findyourfit.co.nz
Action: If customer confirms that they wish to have the URL sent out enter the help, choose email address in the field and click send. If they do not have access to the internet use the script below:
Ok, as you haven’t got access to the internet can I suggest that if you live near one of our campuses, you can drop in to meet with one of our team who will be able to talk you through the publications and study options available to you in person?
Action: Provide Student Enrolment & Information Centre/Campus locations:
Hamilton City Campus - A Block, Tristram Street, Hamilton
Rotokauri Campus - Student Hub, Avalon Drive, Hamilton
Te Kuiti Campus - Tiroa House, Taupiri Street, Te Kuiti
Thames Campus - 414 Queen Street, Thames
Yes, I’m interested in...
Action: Use the Programme Guide matrix to decide which publications to send.
If customer needs assistance use the prompts below:
If customer provides lots of options e.g. more than 3 Programme Guides ask:
Great sounds like you have a lot of interests. If I can get you to think about what three that you could work in or enjoy the most.
Close of Call
Ok, what I will do is send out our programme guides which includes information on [programme requested] today and they will be with you in the next three days. If you have any questions please feel free to give us a call back or check out wintec.ac.nz.
Is there anything else I can help with today?