Customer Service Tips

Tuesday, April 02, 2024 9:55 AM | Jill Tyus-Coates (Administrator)

Consider these tips when helping students through the financial aid process.

On phones: When helping a student or parent with a 2024-2025 FAFSA problem, consider turning the phone call into a virtual appointment.  By sending a google/zoom meeting invitation and asking them to join the meeting on the device they are using to complete their FAFSA, the student or parent can share their screen so you can watch what they are doing.  Problems can often be resolved with a second set of financial aid expert eyes. Still new to trouble-shooting 2024-2025 FAFSA issues?  This tip will help fine-tune your skills while helping a student in need!

On Walk-ins: Students and parents who take the time to come into your office for help often prefer face-to-face assistance rather than over the phone.  They appreciate your help and the time you take with them, in person.  Consider thanking them for taking their time to get a better understanding and potentially avoiding multiple phone calls down the line.  Example: Thank you for coming in today.  I'm glad we had a chance to meet in person.

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