[civsa] "Why deny" questions

[Kaitlin Vance]

Hi CIVSA!

Hope you're all enjoying reading season so far and that your 2017 is already off to a great start!

I work with our Admissions Representative Center which is where admissions counselors service constituents, both in person and on the phone, to answer various questions about Admissions.  We're always looking for ways to improve our processes, so I was wondering:

*         What is the extent of "counseling" that you provide to your guests, both in person and on the phone?

*         Do you continue talking with your visitor until they decide to leave or do you have a time limit on how long they can sit with a counselor for?

*         Are there certain conversations that you will not answer for people, such as why they were denied?

o   If you DO turn away these conversations, how do you turn them away/what do you tell them?

For some background, we've been able to complete a comprehensive review of the number of walk-ins and calls that we get each year and we can now see exactly how much time is being dedicated to students asking why they didn't get in, rather than focusing on yielding those that did.

Thank you for any and all feedback!

Best,
Kaitlin

Kaitlin Vance
Admissions Counselor - Campus Programs
Undergraduate Admissions
Rutgers, The State University of New Jersey
Telephone:  (848) 445-8252
Email:  kvance at admissions.rutgers.edu<mailto:kvance at admissions.rutgers.edu>
Admissions Website:  www.admissions.rutgers.edu<http://www.admissions.rutgers.edu/>
Facebook<https://www.facebook.com/#!/kaitlin.rutgers>. Twitter<https://twitter.com/KaitlinRutgers>. Instagram<http://instagram.com/kaitlin_rutgers>. Pinterest<http://www.pinterest.com/apply2rutgers/>. YouTube<https://www.youtube.com/user/RutgersAdmissions>.


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