Applying for an academic role or have substantial teaching experience to list on your CV? Looking to enhance your professional life? Much of the challenge comes from being too reactive instead of proactive. This dichotomy often confuses employees and entrepreneurs, and they end up asking the age-old question: to multitask, or to not multitask? It is said that it takes up to 15 minutes to regain focus once it has been lost, and thats why its so tough. A common interview question might ask you to describe your experience with multitasking. This infographic shows not only shocking facts about multitasking but also provides useful recommendations which will help your customer support team to get ready to multitasking. Les clients sattendent ce que les agents connaissent bien les produits, les offres de service et les politiques de lentreprise. Take a deep breath, stretch and step away from your desk every once in a while. Your brain wont have to work as hard if the tasks are related, so youre more apt to actually save time multitasking this way. They are less able to settle down on a single task and get it done, instead performing to switch from task to task. In reality, the human brain is incapable of multitasking and instead, tends to rapidly shift between tasks. How good are you at multitasking? Researchers also find that multitaskers often have their IQ drop when this behavior is increased. Try our creative templates to highlight your personality. Then, also consider doing the following things. Those who multitask regularly are at higher risk of burnout. Yes, you can do it. Pour vous aider y voir plus clair, nous avons analys les donnes de 90000 clients Zendesk dans 175pays afin didentifier les meilleures comptences requises pour une assistance client au top. Not only that, but being able to communicate in a polite, sympathetic way helps put people at ease and ensures that even the most difficult customers leave satisfied. Please leave your advice and insights in the comments below. Do not check your emails outside of that time. Si le self-service fait gagner un temps prcieux aux agents, il est aussi particulirement utile de pouvoir sappuyer sur une base de connaissances rgulirement mise jour. However, it has a more long-term adverse effect too, as your most important work gets skimmed just as much as your less urgent assignments. All of us have been in the situation when while composing an email we have to answer a phone call or accept a live chat request. Quelles sont les comptences en messagerie requises pour un service client de qualit? Vous pouvez mettre jour vos prfrences ou vous dsabonner tout moment. Chronic multitaskers often have trouble doing something for too long, so 20 minutes is a good staring point. Now that you are conscious of the fact that switching tasks incredibly hurts your productivity, call a spade a spade. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this. Mental blocks, which are periods of time when the brain performs a certain activity, are also more stressful when one has to switch between multiple tasks. When you feel overwhelmed and almost unable to squeeze everything into your day, take the effort to concentrate on the priority task at the given moment. As a result, we feel mentally and physically exhausted. So is multitasking a myth? The following are examples of common skills bank tellers possess: . They care more about finishing a task they start before moving on to the next task. Write it out and keep it somewhere prominent where you dont have to go out of your way to look at it. Stop guessing your natural talents. Think of how you, handling multiple tasks, look like from a customers perspective (even when they cant physically see you) probably, youll find yourself feeling ignored or neglected. No matter what type of customer service job you have, youre always one part of a larger team. Lentreprise doit donc doter son quipe dassistance des bons outils pour quelle travaille de manire optimale. You cant have colleagues coming to ask you unexpected questions or personal texts blowing up your phone. Les entreprises devraient galement laisser leurs agents la libert de droger certaines politiques dans des situations qui ncessitent de lempathie. With multiple communication channels and heightened expectations for timeliness, customer service agents have to constantly switch between instant messaging, emails, social networks, phone calls making choices in identifying priority activities to focus on at every given moment and trying to keep in mind the tasks left uncompleted. Compare the total time it took in both instances to see if multitasking saved you any time. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time. Being able to communicate comfortably with people in their native language is a great way to win customers over and improve your business reputation. Writing skills. Dsols, un problme est survenu. Sometimes, multitasking is unavoidable. Cependant, lentreprise doit aussi fournir ses agents un logiciel de service client qui leur permet de rpondre aussi rapidement que possible. If the customer is angry and has a problem with your company, youll also need to know how to de-escalate the situation and resolve the issue efficiently. Lost time. Be open about your goals and objectives Want more happy customers? Boost your application with an effective cover letter. Mindfulness is one of the best ways to increase patience and focus. To get a full recovery spend a few minutes completely away from the computer. 6. Cover letters don't have to be dry. 3. Mais il incombe lentreprise de fournir ses agents le contexte ncessaire pour personnaliser les conversations. In the workplace, multitasking often involves switching back and forth between tasks based on their importance and urgency. Working in the customer service industry often requires the use of specific software or equipment to help assist customers or keep track of information. However, using multitasking abilities to your advantage is more nuanced than just that. Being able to deal with customer complaints and angry customers can be hard at first. This candidate starts their bullet point by not only stating that they worked with a team, but also going into detail about what they managed to accomplish with that team. Un logiciel dassistance facile configurer et matriser est essentiel pour offrir un service client de qualit et aider les quipes briller dans leur mission. You might even wonder what's so special about it - nowadays with the hectic pace of our daily lives, many of us get used to something like this. The best customer service professionals know how to keep their communications with customers simple and leave nothing to doubt. Be wary of the downsides of multitasking as you keep our tips in mind, and were sure youll be juggling more balls than a circus performer in no time. Terms & Conditions | Privacy Policy | Shipping Policy | Contact Info, Join +3 million people from leading companies in discovering what they are naturally great at. For example, answering the phone in a busy reception area while greeting patients or answering emails shows multitasking skills. Pour cela, il doit possder de solides comptences relationnelles et faire preuve dintelligence motionnelle. This is a simple way to demonstrate that youre capable of quickly developing strong product knowledge. Switching tasks also ensure one cannot use autopilot, which could be a benefit or a con depending on the circumstance. We can only process one conscious thought at a time. This lack of focus translates to other work as well. How would you feel about spending the whole day roaming back and forth in the woods and dragging the big saw along for only several cuts? If you get your work done best when you can focus on one thing at a time, lean into that method, and ensure you find a job/work environment that best suits your style. The brain has key functions referred to as executive functions. Some of the projects intended to determine the benefits it can bring, while others were carried out to study the negative consequences of multitasking. Dont pile on more work to prevent brain overload. Make your hiring and training process meaningful, memorable, and personal 4. Review your customer personas together 5. Hustle culture is one reason multitasking has become so standard. Agree with you, Lynn. Thats why being able to speak more than one language is a key skill in customer service, especially if you work for a business that gets a lot of international customers, such as high-end fashion. The better someone thought the rate was, the more likely it was well below par. For instance, being empathetic often gives you greater patience when dealing with difficult customers. Create a list of the tasks you need to accomplish. Performing customer service tasks while taking care of data collection. 3. Make no mistake: checking your personal emails, Facebook and Twitter wont do as a rest. This isnt always the case (more on that in our tips for effective multitasking below), but its harder to appropriately prioritize your workload when you multitask. When you are less focused on a single task, you tend to make mistakes and not be careful. En2020, 50% des quipes dassistance ont opr une transition totale vers le tltravail. If you have questions about resumes, cover letters, or CVs, we answer hundreds of them here. Speed. Les responsables des quipes dassistance peuvent offrir une formation sur lempathie, mais il peut tre aussi judicieux dembaucher des agents dj aptes se mettre la place dun client mcontent et faire preuve de comprhension son gard. Instead, it decreases efficiency, opportunity, satisfaction, and overall success. You are much more likely to stay focused when you are mindful. Find out your strengths now. Studies found that a task switch costs time and energy from individuals, making them less efficient and less accurate when responding. We have become to use to the idea that we can always push the process onto someone else to finish on a shorter timeframe. Here's a list of specific customer services skills to put on a resume: Attention to Detail Active Listening Skills Improving Customer Experience Building Customer Loyalty Positive Attitude Bilingual Customer Support Time Management Interpersonal Skills Complaint Resolution Communication Patience Problem Solving Organizational Skills Si tout le monde saccorde sur limportance dun service client de qualit, les entreprises sont souvent dans le flou quant aux comptences qui comptent pour leurs quipes dassistance. Afin de fournir cette exprience unifie sur tous les canaux, les quipes dassistance ont besoin dun espace de travail unique qui runit les canaux et le contexte du client. Les clients veulent encore interagir avec les entreprises par tlphone. Par exemple, lquipe CX de Postmates collabore avec les quipes produit et analyses pour sassurer que les commentaires clients sont pris en compte pour les dcisions produit. All rights reserved. Related: The Art of Multitasking: Definition + 25 Examples Why are multitasking skills important? Les entreprises internationales doivent aussi rpondre des clients qui parlent des langues diffrentes. Les agents changent directement avec vos clients. Can you do it without your cell phone? Les agents dassistance doivent possder des comptences techniques et interpersonnelles. Just be sure to specify the level of fluency you have in each language as best you can to give employers an accurate idea of your capabilities. When youre planning and prioritizing your day, think about how your team can help complete their given tasks most efficiently. We therefore end up putting out fires instead of planting trees. For the other 98 percent, multitasking is just a bad habit which kills productivity and may even damage your brain. Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses, 5 Ways to Create Magic Customer Service Moments, Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance, The Power of Positive Thinking in Customer Service, Brands Ignoring Consumers on Social Media Are in Trouble (Infographic), Customer service metrics worth your attention, Best tools for the effective remote teamwork, 5 Reasons your Customer Service isnt Human Enough, 3 Reasons You Need to Have a Reliable Communication Channel for Your Customers and Employees, Customer Service Cheat Sheet for Live Chat Operators, 10 Skills for Being Awesome at Customer Service, The Future of Customer Experience: Top 10 Trends for 2018 and Beyond (Infographic), 12 Major Reasons to Integrate Live Chat into Your Business (Infographic). When asked what's most important when resolving an issue with a company, 73 percent of customers said quick resolutions, and 59 percent said quick answers. Olga is a Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC. Pour offrir un service client dexception, un certain nombre de comptences cls sont bien sr ncessaires, mais aussi un logiciel de service client qui rpond aux besoins des clients et donne vos quipes les moyens de russir. This applicant demonstrates their problem solving skills by showing that they have experience proactively seeking out information to solve a problem and provide better customer service. Frequent multitaskers are more likely to get distracted. Share the load. Time management is a good skill to look for when hiring a support rep. Ainsi, si une cliente vous contacte via WhatsApp pour renvoyer un vernis ongles et quelle demande un reu par e-mail, lagent peut instantanment lui envoyer un e-mail sans quelle ait rpter ses coordonnes, les dtails de facturation ou son historique de commande. 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